Our client, a leading high-tech electronics company, specialises in advanced systems for military, broadcast, and satellite communications.
They develop cutting-edge solutions for the secure and efficient transmission of critical signals over long distances, ensuring reliable performance in demanding environments.
With a focus on innovation and tailored solutions, our client meets the stringent requirements of industries relying on high-performance communication technologies.
As demand grows, they are seeking a Customer Sales Support Manager to help manage their transition from a small-company mindset into a highly capable entity.
This role is critical to maintaining their commitment to customer satisfaction and operational efficiency as they scale.
Responsibilities: Manage the Customer Support Department Coach, mentor, motivate and develop the customer support team to enable them to achieve their individual objectives and those required by the business Develop, improve and own the customer support function systems, procedures and processes Essential for achieving organizational goals and objectives, help to foster a collaborative and productive work environment between the CS team, Sales team and other departments.
Work with the GDoS on demand generation & pre-sales activities to ensure a consistent supply of high quality inbound sales leads and insights Maintain a high quality level of customer related data on the CRM system to ensure its effective use When necessary, respond to customer enquires with technical and commercial assistance, most handled by team members but some handled with direct responsibility Produce regular team performance and sales reports and insights as required by the business Provide cover for team members during times of team absence Assist with internal and external quality audits relating to the function Assist with the RMA procedure when required Maintain high standards in the team (speed, accuracy, etc.)
Analyse data to identify trends in customer complaints, problems with products or services, or opportunities for improvement Work with the marketing team to develop effective campaigns to promote new products or services to new and existing customers Determine how new technologies can improve customer support operations or create new opportunities for growth Monitor customer feedback about products or service to identify potential issues before they become problems.
Skills/Experience: Previous experience in a similar role essential Good written and spoken English Experience in enhancing operational efficiencies to increase customer satisfaction Strong attention to details Positive can do attitude Ability to plan and manage the priorities, workload and direction of a customer support team Able to exercise excellent judgement on how and when to intervene keeping the team on track Ability to measure and report performance at both team and individual level, using this information to make changes or correction if required Ability to communicate and persuade at all levels from engineers to board level Willingness to learn technical concepts related to the company business High level of skill in Microsoft Office, CRM & ERP systems Please note that this will be a mostly office based role.
You may be required to gain security clearance so a UK Nationality is preferred.