Support team manager

To lead the member support team in delivering exceptional experiences that enhance member satisfaction, loyalty and retention, whilst aligning support operations with overall business goals.

To drive strategic initiatives to optimise service delivery, improve efficiency, and leverage member insight for continuous improvement and growth.

The successful candidate will play a critical role in the effective delivery of our 3-year strategy.

• Cultivate a high-performance culture within the member support team by setting clear goals, providing regular feedback, and recognising outstanding achievements. Foster an environment where team members feel empowered, valued, and motivated to deliver exceptional service.
• Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth. Identify and nurture high-potential employees, providing them with stretch and progression opportunities.
• Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability. Facilitate regular team meetings and workshops to solve problems, share best practices, and foster a continuous improvement mindset.
• Demonstrate a hands‑on, member‑first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team. Show empathy, integrity and professionalism in all interactions.
• Set and monitor individual and team performance metrics aligned with organisational objectives. Utilise data-driven insights to evaluate performance, provide constructive feedback, and implement improvement plans where necessary.
• Encourage a culture of innovation and creativity by empowering team members to propose and implement new ideas and solutions to enhance service delivery. Recognise and reward innovative thinking that contributes to team goals and member satisfaction.
• Ensure an inclusive work environment where all team members feel respected, heard and supported.
• Navigate team dynamics during times of change with confidence and empathy. Communicate transparently, manage resistance to change, and provide the necessary support to help the team adapt and thrive in evolving circumstances.

• Monitor daily operations to ensure efficient and effective handling of member enquiries, complaints and support requests across multiple channels (phone, email, web forms, live chat, social media).
• Develop, implement and refine processes and workflows to optimise productivity and satisfaction.
• Set and track key performance indicators (KPIs) such as response times, resolution rates, and CSAT.
• Manage escalations, ensuring prompt resolution and continuous improvement in procedures.
• Evaluate and implement member support technologies (e.g. ticketing tools, chatbots) to enhance team efficiency and improve service delivery.

• Design and execute member support strategies that align with the company’s goals and enhance the overall member experience.
• Collaborate with cross‑functional teams to ensure a seamless member journey, integrating member feedback into product and service enhancements.
• Identify and drive strategic initiatives to improve support processes, tools, and technologies, leveraging data and analytics to make informed decisions.
• Stay updated on industry best practices and emerging technologies to ensure the support team remains competitive and innovative.

• Advocate for the member by using insights from feedback, complaints, and support metrics to drive change across the organisation.
• Create and maintain knowledge bases, FAQs, and self‑service tools to empower members and reduce contact rates.
• Analyse customer touchpoints and interactions to identify opportunities to enhance the experience.

• Prepare and present regular reports on team performance, member satisfaction, and operational metrics to senior management.
• Use data analysis tools to identify trends, patterns and root causes of member issues, and recommend corrective actions.
• A minimum of 5 years’…