Customer Success Manager

Red Recruitment is recruiting a Customer Success Manager in Banbury to join our client, a premier contact centre outsourcing business, dedicated to delivering exceptional service to their clients.

As a Customer Success Manager, you will lead a team of Customer Support Advisors to ensure the consistent delivery of exceptional customer service. You will drive team engagement, nurture talent, and enhance the customer experience, ultimately fostering client confidence and business growth.

This is a full-time position and the salary is £28,000 per annum.

Package for a Customer Success Manager:

• Salary: £28,000 per annum
• Hours: Monday - Friday, 9am - 5.30pm
• Contract Type: Permanent
• Location: Banbury, Oxfordshire

Key Responsibilities of a Customer Success Manager:

1. Leading and developing a team of Customer Support Advisors to achieve high performance and service excellence
2. Conducting regular coaching and feedback sessions, including monthly 1-2-1s, to support individual and team development
3. Ensuring team members are equipped to handle escalations, with Team Leaders taking ownership of issue resolution
4. Effectively managing change within a fast-paced contact centre environment
5. Utilising relevant systems to monitor team performance, allocating resources efficiently, and implementing service improvements
6. Ensuring adherence to health and safety, environmental, equal opportunities, and customer service standards
7. Continuously improving existing processes to drive business efficiency
8. Managing performance assessments and personal development plans to support employee growth
9. Overseeing absence management to maintain a high standard of service delivery

Key Skills and Experience of a Customer Success Manager:

1. Excellent verbal and written communication skills
2. Strong understanding of computer systems and processes
3. Proven experience coaching and developing teams while achieving operational KPIs
4. Strong people management skills, including performance and absence management
5. Ability to plan, prioritise, and manage workloads effectively

If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)