Key skills
GoLeadership
About this role
Role Overview
- Lead & support our Customer Satisfaction team in providing outstanding customer service & support.
- Ensure we meet our customer requirements for service & quality.
- Work closely with other departments and have the autonomy to make decisions.
- Partner with another CS Manager to lead a high-performing Customer Support team and online chat function.
- Own team performance, ensuring SLAs are met and exceeded.
- Set clear goals, track daily/weekly metrics, and keep the team on target.
- Recruit, onboard, and develop talent, building a team that scales with our growth.
- Deliver impactful training and drive continuous improvement.
- Act as the escalation point for complex customer issues.
- Collaborate cross-functionally to support wider business goals.
- Lead 1:1s and performance reviews to coach and grow your team.
- Drive smarter ways of working through process improvements and best practices.
- Share key insights and performance updates with leadership and the wider business.
- Work closely with partners to maximise tools and performance.
Requirements
- Confident, people-first leader who thrives in a fast-paced environment.
- Highly organised, with the ability to manage and prioritise across a team.
- Calm, decisive, and solutions-focused, especially under pressure.
- Excellent communicator, able to handle sensitive or complex situations with clarity and empathy.
- Experienced in resolving escalations and delivering outstanding customer outcomes.
- Passionate about coaching, developing, and motivating others.
- Comfortable leading autonomously and stepping up when needed.
- Always looking for ways to improve, optimise, and raise standards.
Benefits
- Competitive salary with a transparent pay structure.
- Opportunity for progression at a high growth company.
- 4 day working week.
- Remote and flexible working.
- 6 weeks paid annual leave.
- Earn up to 7 weeks through our length of service bonus.
- Up to 6 months paid maternity leave and 1 month paid paternity leave.
- Pension scheme.
- Octopus Electric Dreams salary sacrifice EV scheme.
- Accu Academy
- a fund to grow our employees' skills.
- Bean to cup coffee, soft drinks and fresh fruit in the office.
- Sports and Social activities; including escape rooms, go-karting, food, drink and much more.
- Cycle to work scheme.
- £300 birthday bonus.