Our vision Davies is a community of outstanding people.
We welcome different perspectives, support each other's ambitions and grow together.
In a fast-changing business environment, we adapt and look ahead.
We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise.
Working together, we are greater than the sum of our parts.
Why work for Davies Davies are committed to being a diverse and inclusive workplace.
We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
Davies benefits and employee policies are ever-evolving.
Currently some of our highlights include: Reward platform – discounts for over 800 retailers 25 days holiday (rising with service) EAP with virtual GP 2 x paid volunteering days Enhanced maternity and paternity leave policies Fostering friendly and fertility support employer Pension - matched contribution up to 5% Life Assurance (4 x basic salary) Development, training, and professional qualifications where applicable The role As a Customer Support Manager (CSM) reporting to the Product Support Manager, your primary objective is to provide exceptional customer support and ensure the satisfaction of new and existing clients of one of our core technical product offerings.
You will play a vital role in understanding client needs, managing accounts, configuring the product to meet client requirements, and maintaining strong customer relationships.
This position requires a proactive, client-focused approach and a commitment to delivering high-quality support.
This position is considered hybrid meaning you are expected to work with your wider team in our Norwich office minimum 3 days per week.
Key responsibilities Work alongside the client team to provide seamless day-to-day client management for clients.
Respond to incoming customer support requests following established processes and standards.
Configure the products to meet documented client requirements, adhering to established processes and standards.
Strive to exceed customer expectations and maintain strong customer relationship management.
Proactively identify and address potential issues.
Develop expertise in industry best practices.
Keep the Product Support Manager informed through regular verbal updates, shared objectives, and monthly reviews.
Assist the Technical team in formal testing and implementation if required.
Ensure timely completion of setup or change request deadlines.
Monitor and report on the usage of services.
Support the preparation of account review materials.
Maintain accurate records of client communication in CRM.
Key skills and experience required Confident customer service skills, ideally dealing with external customers presenting queries, issues and problems Previous product or account support experience may be advantageous Passionate about delivering outstanding service Proactive and tenacious when it comes to troubleshooting issues, and problem solving Inquisitive and eager to learn, as well as share insights and own knowledge Excellent communication skills, both verbal and written.
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