Customer Support Manager

Job information

We are seeking to recruit a motivated and experienced Aftersales Support Manager who has worked within an SLA environment and has proven coaching and management skills. This is a pivotal leadership role within customer services for a dynamic business, where your expertise will be central to driving exceptional customer service and operational efficiency across its support operations.

The Role: Driving Service Excellence

This is a hands-on management position where you will lead, support, and motivate a small and dedicated Aftersales Support Team. Your core focus will be to champion a solution-driven, customer-focused culture while ensuring strict adherence to Service Level Agreements.

Key Responsibilities

• Serve as the Line Manager, providing leadership, coaching, and people management to the Aftersales Support Team.
• Act as the key point of escalation, managing complex issues with a calm, solution-focused approach.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.
• Track and manage the team against Key Performance Indicators (KPIs), contributing to service performance reports.
• Ensure seamless, end-to-end service delivery for both reactive support and planned preventative maintenance.

The Ideal Candidate (Essential Experience)

The successful Aftersales Manager will be a confident and proven leader in a fast-paced support environment.

• Experience: Proven experience (5+ years preferred) managing Customer Support or aftersales teams within an SLA-driven environment is essential.
• Skills: Strong leadership, excellent communication, superior customer relationship management, and solid analytical skills.
• Logistics: Flexibility and availability to provide out-of-hours and weekend support as part of a 1-in-4 weekend rota.

Salary & Package

• Salary: From £35,000.00 per annum (Dependent on experience)
• Hours: 08:30am – 17:00pm, Monday to Friday + 1-in-4 weekend support. (Weekend overtime is carried out remotely from home on Saturdays and Sundays between 08:30 and 16:30).
• Out of hours and weekend support as part of a 1-in-4 weekend rota for which you will be paid in addition to your annual salary.
• Benefits: Company Pension, Health & Wellbeing Programme, Free Parking, Employee Discount, and Company Events.

Aftersales Support Manager

• Crawley, West Sussex
• From £35,000.00 per annum (DOE)
• Full-time, permanent

Team Leader, deputy manager, deputising manager, supervisor, assistant manager, line manager