Customer Support Manager; Maternity Cover

Founded in 2001, ETB is a leading global supplier of high-quality refurbished IT equipment. Now celebrating our 25th year in business, we’ve grown into a trusted partner for customers around the world, supported by a dedicated team of around 70 people.

Our success is built on a strong work ethic, consistent quality, and a genuine commitment to our customers. The majority of our team is based at our modern head office in Dalbeattie, South West Scotland, with an additional office located on the outskirts of Glasgow.

We are seeking a motivated and customer-focused Customer Support Manager to provide maternity cover for our Customer Service team. This is a hands-on management role where you will lead a team of three, delivering responsive, professional and effective after-sales support to our customers. There will be an induction and handover period with the current Customer Support Manager prior to her maternity leave

You will oversee the resolution of customer queries, maintain high standards of customer satisfaction, and collaborate with managers and colleagues across the business. As a company that takes pride in delivering exceptional service and consistently achieves excellent customer reviews and Trustpilot scores, we are looking for someone who shares our commitment to putting customers first. You will identify trends and opportunities for improvement, helping to enhance both the customer experience and our internal processes.

The position is full-time and office-based in Dalbeattie. Our standard operating hours are Monday to Friday, 08:30 to 17:00.

• Lead, support and develop the Customer Service team to deliver excellent customer service.
• Manage daily workloads and ensure customer queries and issues are resolved efficiently and effectively.
• Act as an escalation point for complex customer queries and support effective problem resolution.
• Analyse data to identify trends, root causes and opportunities for improvement.
• Collaborate with other departments to resolve issues and implement sustainable process improvements.
• Manage team performance through objectives, KPIs, coaching, feedback, training and development.
• Manage day-to-day people responsibilities, including absence, appraisals and performance in line with company policies.

• Previous experience managing or supervising a customer service team.
• A strong customer focussed approach with experience resolving customer issues effectively and professionally.
• Excellent leadership, coaching and people-management skills.
• Strong communication and interpersonal skills, with the ability to work effectively across different departments.
• Analytical and problem-solving skills, with experience using data to identify trends, root causes and areas for improvement.
• Strong organisational skills with the ability to prioritise workloads, manage competing demands and deliver against objectives and KPIs.
• Strong organisational skills with the ability to prioritise workloads, manage competing demands and deliver against objectives and KPIs.

• Salary from £32,000
• 31 days of annual leave, inclusive of bank holidays.
• Enhanced company pension
• Regular social events.
• Charity events and fundraising.
• On-site parking
• We are committed to providing an inclusive and equal opportunity environment for all. If you require any adjustments throughout the application process, please notify us, and we will explore options to accommodate your needs.

Job Types: Full-time, Permanent

Pay:
From £32,000.00 per year

• Company events
• Company pension

Work Location:

In person