Manager, Customer Service, EMEA, Audit & Assurance

Wolters Kluwer - Financial Services Solutions; Greater London; Hybrid; GBP 90,000 - 135,000; Full time

Job summary

Wolters Kluwer is seeking a Manager Customer Service EMEA based in London with a hybrid work pattern, two days in the office weekly. You will lead a team of 8 professionals across the EMEA region, shaping the support strategy and ensuring top-tier service.

Responsibilities include managing escalations, driving continuous improvement, and leveraging Power BI/Tableau for reporting. The role requires strong IT infrastructure knowledge and stakeholder management, with collaboration across US and

Qualifications

• Proven experience leading technical support teams and meeting SLA targets.
• Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
• Experience with data analytics and reporting tools.
• Familiarity with AI technologies.

Responsibilities

• Define and execute the support strategy for EMEA, aligning with global objectives.
• Lead and develop a high-performing technical support team through coaching and engagement.
• Drive case deflection and real-time customer response initiatives using digital technologies.
• Oversee front-line operations and partner networks to meet SLA targets.
• Champion a white-glove approach for gold-tier accounts and manage client relationships.
• Collaborate with US and APAC regional leads to share best practices.

Skills

Leadership

IT infrastructure

Data analytics

Stakeholder management

Communication

AI technologies

Education

Bachelor's degree

Tools

Power BI

Tableau

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 worlds 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 a hybrid setup with 2 days at the office per week.

Main responsibilities

Leadership & Strategy

• 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.

If making a difference matters to you, then you matter to us. 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 worlds leading professionals rely on, in the moments that matter most. You'll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains.

We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics.

At Wolters Kluwer, you'll feel valued for your contributions, and you'll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024.

More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women.

To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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