Manager, Customer Service, EMEA, Audit & Assurance

Wolters Kluwer; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Wolters Kluwer in London is seeking a Manager Customer Service EMEA to lead an 8-person team across the EMEA region. The role is hybrid, based in London with two days in the office weekly, and focuses on defining support strategy, enhancing customer experience, and driving global service improvements.

The candidate should have proven leadership in technical support, strong IT infra knowledge, and experience with analytics tools like Power BI and Tableau.

Qualifications

• Proven experience leading technical support teams and meeting SLA targets.
• Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
• Demonstrated success in performance management and team development.
• Skilled in managing escalations and building relationships with blue-chip clients.
• Proficient in data analytics and reporting tools (e.g. Power BI, Tableau).
• Familiarity with AI technologies.

Responsibilities

• Define and execute the support strategy for EMEA, including partner oversight and alignment with global objectives.
• Lead and develop a high-performing technical support team through coaching, training, and engagement.
• Drive case deflection and real-time customer response initiatives using advanced digital technologies.
• Oversee front-line support operations, senior leads, and partner networks to ensure timely resolution of incidents and requests in line with SLAs.
• Monitor and report on key performance metrics, operational trends, and customer insights to the Global Support Director.
• Implement and maintain support policies, procedures, and tools to uphold service quality.
• Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.
• Champion a white-glove approach for gold-tier accounts, managing relationships and service reviews.
• Participate in client-facing events and conferences, representing the support function across EMEA.
• Partner with regional leads in the US and APAC to share best practices and drive global service improvements.
• Support strategic initiatives and roadmap projects led by the Global Support Director.
• Enhance internal reporting, analytics, and productivity processes using tools like Power BI and Tableau.

Skills

Leadership

Team management

Customer relation

Communication

Escalation management

Strategic thinking

Education

Bachelor’s degree preferred

Tools

Power BI

Tableau

ITIL awareness

Windows OS

Job description

Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.

We are currently looking for a Manager Customer Service EMEA, to join our team. The chosen candidate will be responsible for a team of 8 customer service professionals across the EMEA region and will be based out in London working in an hybrid setup with 2 days at the office per week.

Main responsibilities

• Define and execute the support strategy for EMEA, including partner oversight and alignment with global objectives.
• Lead and develop a high-performing technical support team through coaching, training, and engagement.
• Drive case deflection and real-time customer response initiatives using advanced digital technologies.

Operational Excellence

• Oversee front-line support operations, senior leads, and partner networks to ensure timely resolution of incidents and requests in line with SLAs.
• Monitor and report on key performance metrics, operational trends, and customer insights to the Global Support Director.
• Implement and maintain support policies, procedures, and tools to uphold service quality.

Customer Experience & Escalation Management

• Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.
• Champion a white-glove approach for gold-tier accounts, managing relationships and service reviews.
• Participate in client-facing events and conferences, representing the support function across EMEA.

Collaboration & Continuous Improvement

• Partner with regional leads in the US and APAC to share best practices and drive global service improvements.
• Support strategic initiatives and roadmap projects led by the Global Support Director.
• Enhance internal reporting, analytics, and productivity processes using tools like Power BI and Tableau.

Experience & Skills

Essential

• Proven experience leading technical support teams and meeting SLA targets.
• Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
• Demonstrated success in performance management and team development.
• Skilled in managing escalations and building relationships with blue-chip clients.
• Proficient in data analytics and reporting tools (e.g. Power BI, Tableau).
• Familiarity with AI technologies.

Desirable

• Knowledge of IT security and cloud applications.
• Fluency in an additional European language (German or French).

Personal Attributes

• Strong leadership and decision-making capabilities.
• Excellent communication and presentation skills.
• Strategic thinker with a passion for innovation and continuous improvement.
• Highly motivated, customer-focused, and relationship-driven.
• Able to think creatively and zoom out to see the bigger picture.

Qualifications

• Bachelor’s degree preferred but not required.
• Strong, previous experience in management role overseeing mid-to-large support teams.
• ITIL or equivalent Customer Support/Service Management certification preferred.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.