Customer Care Supervisor​/Customer Support Manager hybrid

Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)

Peterborough

Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)

In this role, you will be responsible for leading a high-performing customer support team across both in-person and remote environments, delivering exceptional service to a diverse global customer base through telephone, email, and digital channels. You will be accountable for achieving service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational excellence within a fast-paced, highly regulated environment.

Leading and developing teams through coaching, mentoring, recruitment, and succession planning, while fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity. Experienced in managing complex service operations, balancing business objectives with customer needs, and ensuring consistent service delivery across multiple locations and time zones.

A significant aspect of the role includes supporting customers and stakeholders within the education sector, working closely with educational institutions, students, parents, and partners worldwide. This requires an understanding of the unique challenges faced by international students and education providers, ensuring responsive support throughout the student journey while maintaining high levels of customer satisfaction and service quality.

With a global remit, the role involves collaborating with cross-functional teams and stakeholders across multiple countries, sharing best practices, driving consistency in service standards, and supporting strategic initiatives that enhance the overall customer experience. Responsible for workforce planning, operational resilience, performance management, quality assurance, and process improvement initiatives that deliver measurable efficiencies and positive outcomes for customers and the business.

Key Responsibilities

• Lead, motivate, and develop customer-facing teams delivering high-volume support to global clients and educational institutions.
• Manage performance against SLAs, KPIs, quality standards, and customer satisfaction measures.
• Coach and mentor team members to maximise performance, engagement, and career development.
• Oversee resource and capacity planning to ensure operational resilience and effective service delivery.
• Champion a customer-first culture, ensuring seamless and positive experiences across all communication channels.
• Drive continuous improvement initiatives to enhance efficiency, service quality, and customer outcomes.
• Partner with stakeholders across global regions to implement best practices and maintain consistent service excellence.
• Act as an escalation point for complex customer, student, and institutional queries, ensuring timely and effective resolution.
• Support change management initiatives and contribute to the successful delivery of organisational objective(s).
• Maintain compliance with policies, procedures, and regulatory requirements within a dynamic international environment.

Key Achievements and Responsibilities:

• Led, motivated, and developed a customer-facing team delivering high-volume transactional support to internal and external clients.
• Managed operational performance against SLAs, KPIs, quality standards, and customer satisfaction metrics.
• Conducted regular performance reviews, coaching sessions, and development plans to enhance employee engagement and capability.
• Oversaw resource and capacity planning to ensure efficient service delivery and operational resilience during fluctuating business demands.
• Drove a culture of customer centricity, ensuring seamless and consistent customer experiences across multiple service channels.
• Identified and implemented process improvements that increased efficiency, reduced risk, and enhanced customer outcomes.
• Managed quality assurance frameworks, monitoring service standards and ensuring adherence to regulatory and internal compliance requirements.
• Led change initiatives and continuous improvement projects, supporting the successful implementation of new processes and business objectives.
• Acted as…