Customer Support Manager

Are you ready to lead a dynamic support team in a fast-paced environment? Civica is looking for a passionate and experienced Customer Support Manager to take charge of our customer support operations. In this leadership role, you will be responsible for managing the customer support team, optimising processes, and handling customer requests, all while working closely with the Divisional Support Director.

You will lead a team of dedicated support professionals, collaborating with technical teams to deliver exceptional service. Your problem-solving skills, stakeholder management experience, and ability to thrive under pressure will be key to ensuring customer satisfaction and operational excellence.

Key Responsibilities:

• Lead and manage a high-performing team of customer-facing support analysts.
• Oversee the management of all customer product complaints and requests, ensuring they are recorded, owned, and resolved efficiently.
• Deliver outstanding support that increases customer satisfaction, retention, and referrals.
• Coordinate the performance of the support team to consistently meet customer satisfaction and support targets.
• Build and maintain strong relationships with both customers and internal teams.
• Stay up to date on evolving technologies and products to effectively meet customer needs.
• Drive continuous process improvements to enhance support KPIs.
• Analyse support data to identify efficiencies and areas for improvement.
• Work closely with other support leads to promote best practices within the team.
• Ensure accurate and up-to-date customer records are maintained in Civica’s operational systems.

You will be an experienced customer support manager who posses the following skills:

• Experience in managing high functioning support teams including specialist/analysts providing leadership in an environment of continuous change.

• Excellent written and verbal communication skills with a strong commitment to customer service excellence.

• Proactive approach to decision making and a real passion for problem solving with a desire to identify new and improved ways of working.

• The ability to work under pressure.

• Excellent communication skills, and the ability to effectively engage and influence external and internal stakeholders at all levels.

Preferred system skills:

• LANDesk (ticketing system)

• Support Cloud

• SharePoint

• Power BI

• MS Office, Excel, PowerPoint

Able to travel to customer and Civica sites across UK as required

Why You'll Love Working with Us
As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.
We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:

•  Diversity & Inclusion: We're all different—and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old.
•  Focus on Learning: There are heaps of opportunities to help you grow and be your best. We encourage you to drive your personal development and career.
•  Giving Culture: We encourage you to "give back" with benefits such as our Days of Difference leave, where you can volunteer for a charity of your choice.
•  Flexible Work: We have the technology and tools to support you working in our hybrid environment.