Customer Support Manager London, England
Job description
WHO ARE WE?
Do you want to join a company trusted by over 2 million drivers, that has featured on Sky News, and in The Sunday Times Tech Track 100 as one of Britain’s fastest-growing tech companies?
YourParkingSpace is the UK’s leading online parking platform that features over 350,000 privately owned and commercially operated parking spaces, available to book by the hour, day, or month on a subscription basis. Following our recent acquisition by an industry leader, we’re now entering our next phase of significant growth - it’s an exciting time to join the team!
WHAT YOU’LL BE DOING?
We're looking for an enthusiastic and friendly Customer Service Manager to join our team at YourParkingSpace. As the Customer Service Manager, you'll play a vital role in ensuring our customers receive exceptional service and have an amazing experience with our platform. If you're passionate about delivering top-notch customer support and enjoy working in a fast-paced environment, this could be the perfect opportunity for you!
Reporting to the Customer Experience Director, you will be responsible for:
- Team Support: Work closely with our Team Leaders, assisting them in the day-to-day management of our customer success team. You'll be the go-to person for any escalations, stepping in to resolve any customer complaints or queries that our team hasn't been able to handle themselves.
- Team Performance: Make sure our team is achieving their targets, meeting service level agreements (SLAs), and consistently receiving positive customer satisfaction scores. You'll motivate and guide them to excel in their roles, recognising areas for improvement and providing necessary training and support.
- Recruitment and Training: Take an active role in building our team by recruiting and training new hires. You'll contribute to their onboarding process, ensuring they have the knowledge and resources to provide exceptional customer service.
- Policies and Procedures: Establish customer service policies and procedures, continuously keeping them up to date. You'll also create and maintain training documents to ensure the team has access to the latest training materials.
- Voice of the Customer: Be the voice of our customers within YourParkingSpace. You'll provide valuable feedback, suggestions, and insights to cross-functional teams, helping us improve our product and services to better meet customer needs.
- Metrics and Insights: Track, analyse, and report on key customer success metrics, such as customer satisfaction, retention rates, and revenue growth. Your data-driven insights will help us refine our customer success strategies and initiatives.
- Service Improvement: Encourage the team to focus on full-circle resolution, addressing issues end-to-end to prevent recurring problems. You'll help create an environment that fosters continuous improvement in the customer service experience.
- Industry Knowledge: Stay updated on developments in the customer service field, bringing fresh ideas and best practices to enhance our overall customer experience.
- Proven experience in a customer support environment, demonstrating your ability to deliver outstanding service and build strong relationships with internal and external stakeholders.
- Familiarity with CRM systems and customer support tools, ideally with experience using Zendesk and Ada.
- Excellent communication and interpersonal skills, allowing you to engage effectively with customers at all levels.
- Strong problem-solving and conflict resolution abilities, coupled with a proactive and solution-oriented mindset.
- An analytical mindset, enabling you to leverage data and metrics to gain insights and make informed decisions.
- Self-motivation, results-driven nature, and the ability to work independently as well as part of a team.
- Knowledge of the parking industry or a similar domain is a plus.
- 24 days annual leave + this increases after 3 years, with one extra day added each year (maximum 3 additional days)
- Birthday off
- Flexi-hours and hybrid working (office and remote based) will be considered
- Enhanced maternity and paternity leave
- Learning and Development budget
- Volunteering and fundraising for our chosen charity
- Discounted parking
- Gym membership
- Mental health and wellbeing support
- Cycle to work scheme
- Working in a company where there are no limits! If you work hard and want to achieve big things, this is the place for you
