Customer Support Manager – Maternity Cover FTC

Idox Plc; Farnborough; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Idox Plc in Farnborough is seeking a Customer Support Manager on a maternity cover FTC to lead the support team and ensure outstanding service throughout the license period.

You will partner with the sales team, act as a key link to other parts of the business, and ensure all technical enquiries, tickets and priority requests are handled promptly to maintain customer satisfaction, with reporting to the Head of Operations.

Qualifications

• The Customer Support Manager is responsible for ensuring customers receive outstanding support throughout their license period.
• New prospects are provided a seamless onboarding experience.
• The role provides key support to the sales team and acts as a vital link to other parts of the business.

Responsibilities

• Manages members of the support teams in their daily tasks.
• Ensures SLAs are met and incidents are reported in a timely manner.
• Manages customer communications accordingly.
• Reports directly to the Head of Operations.

Job description

Customer Support Manager – Maternity Cover FTC

About the role

The Customer Support Manager is responsible for ensuring all customers receive outstanding customer support throughout their license period and any new prospects are provided a seamless onboarding experience. The role also provides key support to the sales team and vital link / communication channel to other parts of the business ensuring all technical enquiries, tickets and priority requests are dealt with in a timely manner.

The Customer Support Manager manages members of the support teams in their daily tasks. Ensuring SLAs are met and Incidents are reported in a timely manor and customer communications are manged accordingly. Reporting directly to the Head of Operations, the role’s key focus is ensuring customer satisfaction.

This role is to provide maternity cover on a fixed term contract for 10 months.