What Jobs are available for Customer Service Managers in Gateshead?
Showing 205 Customer Service Managers jobs in Gateshead
Senior Customer Service Manager
NE1 4AG Newcastle upon Tyne, North East
£40000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing company renowned for its exceptional customer support, is looking for an experienced and dedicated Senior Customer Service Manager to lead their team in Newcastle upon Tyne, Tyne and Wear, UK . This is a critical role focused on ensuring customer satisfaction, driving service excellence, and developing a high-performing customer service department. You will be responsible for managing a team of customer service representatives, setting performance targets, and implementing strategies to enhance the overall customer experience. Key duties include overseeing daily operations of the customer service department, training and coaching staff to deliver outstanding service, handling complex customer escalations, and analysing customer feedback to identify areas for improvement. You will also be responsible for developing and refining customer service policies and procedures, collaborating with other departments to resolve customer issues efficiently, and reporting on key customer service metrics to senior management. The ideal candidate will have a minimum of 5 years of experience in customer service management, with a proven track record of success in leading teams and improving customer satisfaction scores. Excellent leadership, communication, problem-solving, and conflict resolution skills are essential. A strong understanding of CRM systems and customer service best practices is required. This hybrid role allows for a balance between in-office team leadership and the flexibility to work remotely. If you are passionate about customer advocacy and possess the skills to build and motivate a top-tier service team, we encourage you to apply.
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0
Customer Support Manager
NE1 3DE Newcastle upon Tyne, North East
£40000 Annually
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Posted today
Job Viewed
Job Description
Join our client's thriving customer engagement department as a Customer Support Manager, based in the heart of Newcastle upon Tyne, Tyne and Wear, UK . This critical role involves leading a dedicated team of customer service professionals to deliver exceptional support and build lasting relationships with our clientele. You will be responsible for overseeing daily operations, setting performance targets, and implementing strategies to enhance customer satisfaction and retention. The ideal candidate will possess a deep understanding of customer service principles and best practices, with a proven ability to motivate and develop a high-performing team. Key responsibilities include managing incoming support requests across various channels (phone, email, chat), ensuring timely and accurate resolution of issues, and identifying trends to proactively address common problems. You will also be involved in training new team members, conducting performance reviews, and contributing to the continuous improvement of support processes and tools. Strong analytical skills are needed to monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. Experience with CRM software and helpdesk ticketing systems is essential. This is an excellent opportunity for a motivated and customer-centric leader looking to make a significant impact. We are looking for an individual with excellent communication, interpersonal, and problem-solving abilities. A minimum of 5 years of experience in a customer service leadership role is required, preferably within a fast-paced environment. The ability to remain calm and professional under pressure is paramount. You will be a key player in shaping the customer experience, ensuring that every interaction reflects our client's commitment to quality and service excellence. This role requires your presence at our Newcastle upon Tyne, Tyne and Wear, UK office during working hours.
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1
Senior Customer Support Manager
NE1 4AD Newcastle upon Tyne, North East
£45000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking an experienced and customer-centric Senior Customer Support Manager to lead their dedicated support team. This position is fully remote, allowing you to manage operations and team members from any location. You will be responsible for ensuring exceptional customer service delivery, driving team performance, and implementing strategies to enhance customer satisfaction and loyalty.
As the Senior Customer Support Manager, you will oversee daily support operations, manage a team of support specialists, and act as a point of escalation for complex customer issues. Your role will involve developing and refining support processes, analyzing performance metrics, and collaborating with other departments to ensure a seamless customer experience. This role requires strong leadership, excellent problem-solving skills, and a passion for delivering outstanding service.
Key Responsibilities:
Qualifications:
As the Senior Customer Support Manager, you will oversee daily support operations, manage a team of support specialists, and act as a point of escalation for complex customer issues. Your role will involve developing and refining support processes, analyzing performance metrics, and collaborating with other departments to ensure a seamless customer experience. This role requires strong leadership, excellent problem-solving skills, and a passion for delivering outstanding service.
Key Responsibilities:
- Lead, mentor, and manage a team of customer support specialists, fostering a positive and high-performing work environment.
- Oversee the daily operations of the customer support function, ensuring timely and effective resolution of customer inquiries and issues via various channels (phone, email, chat).
- Develop and implement customer support policies, procedures, and best practices to optimize service delivery.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Analyze support data to identify trends, root causes of issues, and opportunities for product or service improvements.
- Act as a point of escalation for complex customer issues, providing expert guidance and resolution.
- Collaborate with product, sales, and engineering teams to communicate customer feedback and drive cross-functional improvements.
- Develop and deliver training programs for the support team to enhance their product knowledge and service skills.
- Manage support resources and schedules to ensure adequate coverage and efficiency.
- Contribute to the development of knowledge base articles and self-service resources for customers.
- Drive initiatives to improve customer retention and loyalty through exceptional support experiences.
Qualifications:
- Proven experience in a customer support management or leadership role, preferably within a technology or service-oriented industry.
- Demonstrated ability to lead and motivate a remote support team.
- Strong understanding of customer support best practices, CRM systems, and helpdesk software.
- Excellent analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Proficiency in managing multiple support channels and ensuring service level agreements are met.
- Experience in developing and delivering training programs.
- Ability to work independently, prioritize tasks effectively, and manage time efficiently in a remote setting.
- A customer-centric mindset with a passion for delivering outstanding service.
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
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2
Senior Customer Support Manager
NE1 5HQ Newcastle upon Tyne, North East
£40000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client, a leading SaaS provider with a strong presence in **Newcastle upon Tyne, Tyne and Wear, UK**, is seeking an experienced and results-oriented Senior Customer Support Manager to lead their dedicated support team. This role is crucial in ensuring exceptional customer satisfaction and driving operational efficiency within the customer service department.
The Senior Customer Support Manager will be responsible for overseeing the daily operations of the customer support and helpdesk functions, managing a team of support agents, and developing strategies to enhance customer service delivery. You will play a key role in resolving complex customer issues, identifying trends, and implementing process improvements to elevate the customer experience. This position requires strong leadership, problem-solving abilities, and a deep understanding of customer support best practices.
Key responsibilities include:
The ideal candidate will have a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 5 years of experience in customer support or helpdesk management, with a proven track record of leading teams and improving customer satisfaction, is essential. Experience within a technology or SaaS environment is highly preferred. Strong understanding of CRM systems (e.g., Zendesk, Salesforce Service Cloud) and helpdesk software is required. Excellent communication, interpersonal, and conflict resolution skills are paramount. Demonstrated leadership capabilities and the ability to motivate and develop a team are critical. A proactive approach to problem-solving and a commitment to delivering outstanding customer service are a must. This is a significant opportunity to shape the customer support function of a growing company.
The Senior Customer Support Manager will be responsible for overseeing the daily operations of the customer support and helpdesk functions, managing a team of support agents, and developing strategies to enhance customer service delivery. You will play a key role in resolving complex customer issues, identifying trends, and implementing process improvements to elevate the customer experience. This position requires strong leadership, problem-solving abilities, and a deep understanding of customer support best practices.
Key responsibilities include:
- Managing and mentoring a team of customer support representatives and helpdesk technicians.
- Overseeing the efficient operation of the customer support and helpdesk functions, ensuring timely and effective resolution of customer inquiries.
- Developing and implementing customer service policies, procedures, and standards.
- Monitoring key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT) scores, and implementing strategies for improvement.
- Handling escalated customer issues and complex problem-solving scenarios.
- Training and coaching team members to enhance their skills and product knowledge.
- Collaborating with other departments (e.g., Product, Sales, Engineering) to address customer feedback and drive product improvements.
- Maintaining and optimizing the knowledge base and support documentation.
- Identifying opportunities for process automation and efficiency gains within the support function.
- Reporting on customer support performance and trends to senior management.
The ideal candidate will have a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 5 years of experience in customer support or helpdesk management, with a proven track record of leading teams and improving customer satisfaction, is essential. Experience within a technology or SaaS environment is highly preferred. Strong understanding of CRM systems (e.g., Zendesk, Salesforce Service Cloud) and helpdesk software is required. Excellent communication, interpersonal, and conflict resolution skills are paramount. Demonstrated leadership capabilities and the ability to motivate and develop a team are critical. A proactive approach to problem-solving and a commitment to delivering outstanding customer service are a must. This is a significant opportunity to shape the customer support function of a growing company.
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3
Customer Support Lead
NE1 1AA Newcastle upon Tyne, North East
£35000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Customer Support Lead to manage their customer service operations in Newcastle upon Tyne, Tyne and Wear, UK . This role operates on a hybrid basis, offering a blend of in-office collaboration and remote flexibility. As the Customer Support Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring the delivery of exceptional customer service, and driving team performance. You will mentor and coach support agents, handle escalated customer issues, identify areas for improvement in processes and customer experience, and collaborate with other departments to resolve customer-related challenges. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a passion for customer advocacy. You will be instrumental in developing training materials, setting performance metrics, and ensuring that service level agreements are consistently met. This position requires a proactive approach to problem-solving, the ability to motivate a team, and a commitment to continuous improvement. You will also be involved in reporting on key customer support metrics to senior management. This is a fantastic opportunity to take on a leadership role within a growing company and make a significant impact on the customer experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and coach a team of customer support representatives.
- Oversee daily customer support operations and ensure high-quality service delivery.
- Handle and resolve complex and escalated customer inquiries and complaints.
- Develop and implement customer service policies and procedures.
- Monitor and analyze customer support metrics (e.g., response times, resolution rates, customer satisfaction).
- Identify opportunities for process improvements and implement solutions.
- Train new team members and provide ongoing development for existing staff.
- Collaborate with other departments to ensure a seamless customer experience.
- Prepare regular reports on team performance and customer feedback for management.
- Foster a positive and supportive team environment.
Qualifications:
- Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in CRM software and helpdesk ticketing systems.
- Excellent problem-solving, analytical, and decision-making abilities.
- Strong communication and interpersonal skills, with the ability to effectively interact with customers and colleagues.
- Ability to manage multiple priorities and work effectively in a hybrid environment.
- Experience in developing training materials and conducting team training.
- A commitment to delivering exceptional customer service.
- Must be legally eligible to work in the UK.
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4
Customer Support Specialist
NE1 4YB Newcastle upon Tyne, North East
£26000 Annually
WhatJobs
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-centric Customer Support Specialist to join their growing team in Newcastle upon Tyne, Tyne and Wear, UK . This hybrid role offers the flexibility of working both in the office and remotely, providing excellent support to our diverse client base. You will be the first point of contact for customers, resolving inquiries, troubleshooting issues, and providing information about our products and services. The ideal candidate possesses exceptional communication skills, a patient demeanor, and a genuine passion for helping others. You will be instrumental in ensuring customer satisfaction and fostering long-term relationships.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Identify customer needs and help customers use specific features.
- Gather customer feedback and share insights with the team to improve service quality.
- Proactively identify opportunities to enhance the customer experience.
- Adhere to service level agreements and performance standards.
- Participate in team meetings and training sessions to stay updated on products and procedures.
- Contribute to a positive and collaborative team environment.
- Proven customer support or client service experience.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong problem-solving abilities and the capacity to think on your feet.
- Proficiency with CRM software and helpdesk systems.
- A patient, empathetic, and customer-focused attitude.
- Ability to manage multiple tasks and prioritize effectively.
- Adaptability to learning new products and systems quickly.
- High school diploma or equivalent; further education or relevant certifications are a plus.
- Experience working in a hybrid or remote-friendly environment is beneficial.
- Must be based in or able to commute to Newcastle upon Tyne for office-based days.
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5
Customer Support Team Lead
NE1 1AA Newcastle upon Tyne, North East
£30000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a rapidly growing tech company, is looking for an experienced and enthusiastic Customer Support Team Lead to manage their remote support operations. This is a critical role responsible for overseeing a team of support specialists, ensuring exceptional customer service delivery, and driving continuous improvement within the department. The role is fully remote, offering flexibility and the opportunity to work from anywhere within the UK.
As the Customer Support Team Lead, you will be the primary point of contact for escalated customer issues, providing timely and effective resolutions. Your key responsibilities will include coaching, training, and motivating the customer support team, setting performance goals, and conducting regular performance reviews. You will also be responsible for monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implementing strategies to improve these metrics. This role involves developing and refining support processes, creating knowledge base articles, and ensuring that the team is equipped with the necessary tools and information to succeed.
The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, with at least 1 year in a leadership or supervisory capacity. A proven ability to manage and motivate a remote team is essential. You should possess excellent communication, interpersonal, and problem-solving skills, with a strong aptitude for de-escalating difficult customer situations. Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. A proactive approach to identifying and resolving issues, coupled with a passion for delivering outstanding customer experiences, is crucial. While the role is fully remote, occasional team meetings or training sessions may require travel to a designated office or event location, although this will be minimal. If you are a natural leader with a talent for customer service and a desire to build and develop a high-performing remote team, this is the perfect opportunity for you. This role, though based operationally from **Newcastle upon Tyne, Tyne and Wear, UK**, allows for complete remote working.
As the Customer Support Team Lead, you will be the primary point of contact for escalated customer issues, providing timely and effective resolutions. Your key responsibilities will include coaching, training, and motivating the customer support team, setting performance goals, and conducting regular performance reviews. You will also be responsible for monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implementing strategies to improve these metrics. This role involves developing and refining support processes, creating knowledge base articles, and ensuring that the team is equipped with the necessary tools and information to succeed.
The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, with at least 1 year in a leadership or supervisory capacity. A proven ability to manage and motivate a remote team is essential. You should possess excellent communication, interpersonal, and problem-solving skills, with a strong aptitude for de-escalating difficult customer situations. Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. A proactive approach to identifying and resolving issues, coupled with a passion for delivering outstanding customer experiences, is crucial. While the role is fully remote, occasional team meetings or training sessions may require travel to a designated office or event location, although this will be minimal. If you are a natural leader with a talent for customer service and a desire to build and develop a high-performing remote team, this is the perfect opportunity for you. This role, though based operationally from **Newcastle upon Tyne, Tyne and Wear, UK**, allows for complete remote working.
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6
Senior Customer Support Specialist
NE27 0BG Newcastle upon Tyne, North East
£28000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced Senior Customer Support Specialist to join their dedicated team in Newcastle upon Tyne, Tyne and Wear, UK . This pivotal role involves providing exceptional technical and product support to their diverse customer base, resolving complex issues, and contributing to the improvement of support processes. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a passion for customer advocacy.
Responsibilities:
Responsibilities:
- Handle escalated customer inquiries via phone, email, and chat, providing timely and accurate resolutions.
- Troubleshoot and diagnose complex technical issues related to the company's software products.
- Guide customers through product features, functionalities, and troubleshooting steps.
- Document customer interactions, issues, and resolutions thoroughly in the CRM system.
- Collaborate with development and product teams to report bugs and suggest product improvements based on customer feedback.
- Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
- Train and mentor junior support specialists, sharing best practices and technical knowledge.
- Identify trends in customer issues and contribute to proactive solutions.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Assist in the onboarding and training of new support team members.
- Participate in cross-functional meetings to provide customer insights and support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a customer support or technical support role, preferably within a software/SaaS environment.
- Demonstrated ability to troubleshoot and resolve complex technical problems.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
- Strong understanding of software applications and IT systems.
- Ability to remain calm and professional under pressure.
- Excellent interpersonal skills and a customer-centric mindset.
- Experience in a senior or lead support role is highly desirable.
- Ability to work effectively both independently and as part of a team.
- A proactive approach to problem-solving and process improvement.
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7
Senior Customer Support Specialist
NE1 1XX Newcastle upon Tyne, North East
£30000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team in Newcastle upon Tyne, Tyne and Wear, UK . This role is pivotal in ensuring exceptional customer satisfaction by providing timely, accurate, and empathetic support across various channels, including phone, email, and live chat. The successful candidate will act as a first point of contact for customer inquiries, troubleshooting issues, and escalating complex problems to appropriate departments. You will be responsible for maintaining detailed customer records, managing support tickets efficiently, and contributing to the continuous improvement of support processes and documentation. A key aspect of this role involves mentoring junior support staff, sharing best practices, and assisting in their development. You will also play a crucial part in gathering customer feedback and insights to help shape product and service enhancements. This hybrid position requires a balance of in-office collaboration and remote flexibility, offering a structured yet adaptable working environment. The ideal candidate will possess excellent communication and problem-solving skills, a strong technical aptitude, and a genuine passion for helping others. A proactive approach to identifying and resolving issues before they escalate is highly valued. Previous experience in a customer-facing role, particularly in a supervisory or senior capacity, is essential. Knowledge of CRM systems and ticketing software is a prerequisite. We are looking for someone who can handle high-pressure situations with a calm and professional demeanor, consistently delivering outstanding service. The ability to adapt to new technologies and evolving customer needs will be critical for success in this role. Join a supportive team and contribute to delivering an unparalleled customer experience. Responsibilities include:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues and guide users through step-by-step solutions.
- Escalate unresolved issues to the appropriate internal teams for further investigation.
- Maintain accurate and comprehensive customer records within the CRM system.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Mentor and train junior customer support representatives.
- Analyze customer feedback to identify trends and areas for improvement.
- Participate in team meetings and contribute to service improvement initiatives.
- Proven experience as a Customer Support Specialist or in a similar role.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and as part of a team.
- Experience in a hybrid work environment is beneficial.
- Adept at managing multiple priorities and deadlines.
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8
Senior Customer Support Specialist
NE1 4XX Newcastle upon Tyne, North East
£32000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team in Newcastle upon Tyne, Tyne and Wear, UK . This role involves providing exceptional technical and general support to a diverse customer base, acting as a point of escalation for complex issues, and contributing to the continuous improvement of customer service processes. You will be responsible for troubleshooting customer inquiries via phone, email, and live chat, identifying root causes of problems, and implementing effective solutions. The ideal candidate will possess strong analytical and problem-solving skills, coupled with a patient and empathetic approach to customer interactions.
Key responsibilities will include:
Key responsibilities will include:
- Handling a high volume of customer support requests, ensuring timely and accurate resolution.
- Escalating critical issues to relevant departments and tracking their progress.
- Developing and maintaining comprehensive knowledge base articles and FAQs.
- Training and mentoring junior support staff.
- Gathering customer feedback to identify areas for service enhancement.
- Collaborating with product and development teams to address recurring issues and improve user experience.
- Maintaining detailed records of customer interactions and resolutions in the CRM system.
- Contributing to team goals and performance metrics.
- Adhering to all company policies and procedures, including data privacy regulations.
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