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Customer Support Manager

Manchester Permanent View Job Description
The Business Support Manager will oversee customer service operations within the retail industry, ensuring seamless support and efficient processes. This permanent role is based in Manchester and is ideal for someone with strong organisational skills and a results-driven mindset.
  • Create and shape a brand-new role from the ground up.
  • Lead varied teams and make a real impact from day one.

About Our Client

Are you an experienced people manager who thrives in a fast-paced, varied environment?

We're working with a leading professional services business in Manchester that's creating a brand-new role to bring together their admin and customer service support functions.

This is a fantastic opportunity to make your mark, leading a multi-functional team and streamlining processes so senior leaders can focus on strategy.

Job Description

You'll be managing two busy operational teams - administration and customer service - with around 20 agents with a mix of cross trained responsibilities from customer service, queries to compliance checks, payment approvals and complaints.Your responsibilities will be split between people leadership and project work. On the people side, you'll be:

  • Leading, motivating, and developing your team to hit KPIs.
  • Keeping quality and compliance standards high.
  • Managing holidays, rotas, disciplinaries, and performance.
  • Stepping in hands-on during peak times or to cover absence.



On the project side, you'll:

  • Audit and improve processes.
  • Tackle ad-hoc operational challenges.
  • Support senior leaders with non-finance projects.
  • Ensure customers are paid on time by resolving missing documentation issues.



The Successful Applicant

No two days will be the same - one moment you'll be coaching a team member, the next you might be streamlining an audit process or supporting with a cross-departmental project. You'll work closely with senior leadership and have a real impact on operational efficiency.We're looking for someone who:

  • Has proven experience managing teams in admin, customer service, or operational environments.
  • Is confident and respected as a leader - tough when needed but fair and supportive.
  • Can manage multiple priorities and adapt quickly.
  • Enjoys improving processes and seeing results.



What's on Offer

  • Salary: £40,000-£45,000
  • Location: Manchester (Hybrid - 3 days in the office, 2 from home)
  • Hours: 37.5 per week
  • Sector: Professional Services (open background)



If you're proactive, people-focused, and ready to lead a busy, multi-skilled team, this is your chance to join a business where your impact will be seen and valued from day one.

Contact
Katy Bevan
Quote job ref
JN-082025-6809950
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Business Services
Location
Manchester
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-082025-6809950