Hybrid Client Support Lead — Waterloo

InfoTrack UK; Waterloo; Hybrid; GBP 50,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Private health insurance

Flexible working options

Work From Anywhere weeks

Referral bonus

Regular team events

Job summary

InfoTrack UK is seeking an experienced Client Support Manager to lead a small contact centre, delivering responsive, knowledgeable support and driving service improvements. The role is based in Waterloo with hybrid working after probation, and focuses on client satisfaction across the conveyancing software domain.

You will develop team capability, deepen product knowledge and ensure high-quality guidance for clients while using insights to refine processes and self-service resources.

Qualifications

• Experience leading a support or helpdesk team within software or conveyancing environments.
• Strong ability to coach, motivate and drive service quality improvements.
• Excellent communication skills with both technical and non-technical users.

Responsibilities

• Lead and develop the Client Support team to deliver timely, accurate assistance across all channels.
• Develop deep knowledge of our software, workflows and conveyancing sector requirements.
• Ensure queries are triaged, assigned and progressed to meet service standards.
• Monitor queues and trends to improve response quality and resolution consistency.
• Coach team members and set clear objectives for continual product knowledge growth.
• Keep client communications clear, professional and proactive with tailored updates.
• Resolve complex queries using product knowledge and customer process understanding.
• Identify training gaps and usability issues and work with internal teams to improve content and adoption.
• Use feedback and data to improve processes, product information and self-service resources.
• Provide operational updates to stakeholders on performance and trends.

Skills

Leadership

Coaching

Customer service

Communication

Product knowledge

Data analysis

CRM / Ticketing

Tools

CRM system

Ticketing system

Job description

InfoTrack UK is seeking an experienced Client Support Manager to lead a small contact centre, delivering responsive, knowledgeable support and driving service improvements. The role is based in Waterloo with hybrid working after probation, and focuses on client satisfaction across the conveyancing software domain.

You will develop team capability, deepen product knowledge and ensure high-quality guidance for clients while using insights to refine processes and self-service resources.