Customer Support Manager
Qualities Needed
#BelongWithUs
Are you a natural leader with a passion for delivering a market-leading customer experience? We are looking for a Customer Support Manager. In this pivotal role, you will lead and direct our Customer Service Teams to guarantee best-in-class service and drive sales performance.
The role:
You will be responsible for implementing standard and bespoke processes that position our business as the preferred partner for spare parts. By managing a high-performing team, you will ensure our customers receive seamless support while helping the business reach its profit targets.
Key Responsibilities:
- Team Leadership: Develop and train a high-performing team
- Operational Excellence: Manage performance metrics, quality assurance, and data security standards for potential offshore operations to ensure alignment with onsite objectives.
- Customer & Sales Drive: Foster strong relationships with our branch network and DHS brands, utilising key performance metrics to continuously improve service delivery.
- Process Management: Oversee rota scheduling (including out-of-hours and weekend cover) and maintain our ticketing system to ensure every customer opportunity is captured.
- Continuous Improvement: Define and monitor KPIs and SLAs to enhance the customer journey and support the modernisation of our communication lines.
- Safety First: Serve as a role model for our ‘Stay Safe’ culture, coaching colleagues on proper Health & Safety practices.
You:
To be successful in this role, you will need a strong background in customer service management and the ability to lead diverse teams.
- Proven ability to lead, coach, and motivate both teams.
- A passion for delivering an industry-leading customer experience. You can translate customer needs into actionable service improvements and maintain strong relationships with internal brands.
- Ability to use KPIs and performance metrics to identify trends, address service gaps, and drive sales performance.
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs if they feel they don’t have every one of the required skills. All Highbourne Group companies are dedicated to building a diverse, inclusive and authentic workplace. So if you’re interested in this role but think that your previous experience doesn’t completely match - apply anyway. You could be just the person we’re looking for!
Us:
From boilers to spare parts, DHS provides everything our customers need to get the job done. With over 20,000 products available for next-day delivery via our website, call center, and Leyland trade counter, we are proud to serve both trade and retail sectors.
At DHS, we put our people first. We’re excited about the future and dedicated to providing our colleagues with the tools they need for a successful, rewarding career.
Benefits Package and Cultural Environment:
- Bonus
- Discounts, savings and cash back at numerous retailers
- Life assurance
- Extended family policy including maternity, paternity, additional annual leave and more
- Mental Health First Aiders and Employee Assistance Programme, we look out for each other
- Complete induction and a company that lets you grow and encourages development
- Financial education and loans
- Flexible working options
- A business striving to create an environment of inclusion so everyone can be their true self
- And more!
#BelongWithUs
We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it.
We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment.