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hozah - Customer Support Manager

East Croydon, London£35k/year2d ago

In Office EMEA Consumer Services Utilities Customer Success Manager Coaching Reporting Zendesk

Requirements

• Experience leading a customer support or service team, ideally on an email or ticket-based desk with targets. • A track record of improving how a team performs. • Experience setting clear targets, holding people to them and coaching them to get there. • Comfortable with Zendesk or a similar tool, and with using data to see what’s going on. • Happy getting into the detail of a problem, across systems and teams, to find out what actually went wrong. • Curiosity about how automation and AI could make the team’s work easier. • Clear, calm writing, even when a customer isn’t, and confidence on the phone with an unhappy client. • Experience in parking, mobility, utilities or another high-volume consumer service.

Responsibilities

• Lead, coach and develop a team of six, with regular one-to-ones and clear standards for quality and output. • Run the day-to-day across both desks, keeping response times, resolution and the backlog on track. • Get stuck in on tickets when the queue is busy, and handle the trickier escalations yourself. • Spot what drivers and clients keep contacting us about, and work with other teams to fix the cause. • Get the most out of Zendesk, from macros and tagging to reporting. • Plan the rota, including Saturday cover, around leave and busy periods.

Benefits

• £35,000, negotiable • Hybrid working: 3 days in the office, 2 days from home. • Room to grow with the business, with training and development support. • 20 days’ annual leave plus bank holidays. • Company pension scheme. • A fully refurbished, modern office right next to East Croydon Station, with a fully stocked kitchen offering free breakfast, lunch and drinks (and two office dogs!). • Laptop and tech provided. • Employee Assistance Programme, BrightHR Exchange discounts and regular company events. • Location: Croydon, next to East Croydon Station. Hybrid: 3 days in the office, 2 from home. • Reports to: Daivik Patel, Chief Operating Officer. • Team: 6 support agents across two desks (Client Service and Driver Support).