We are looking for a Customer Support Manager experienced at managing customer service teams across multiple Eastern European countries. We require a regional manager to support country-based teams through the transitionary period ensuring the day-to day delivery of KPIs and SLAs while also supporting with process improvements and changes. Managing teams across multiple countries who are supporting a wide range of products you will ensure exceptional levels of customer satisfaction by ensuring that team members have the skills, knowledge and drive to perform. A skilled communicator capable of speaking multiple languages would be ideal for this role as team members are located in a wide range of countries.
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Support the Regional Head of Customer Support with organisational design and implementation of the change programme
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Ensure that KPIs, SLAs and assignments are delivered above target across a specific set of countries
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Plans to ensure that the right resource is in the right place at the right time.
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Identify skills gaps in team members, administering appropriate training, coaching and performance management to ensure they are qualified to perform
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Regular interactions with senior managers across the business (mainly Operations, Development, Sales and HR functions) to resolve issues
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Influence thinking and gain buy in to changes and initiatives
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Handle escalated customer issues, working with teams to resolve and review if regular problems occur
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Identify, recommend and implement process and product improvements
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Coach and performance manage teams using a clearly documented continuous improvement approach
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Performance reporting, analysis and improvement
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Take responsibility for all duties relating to compliance policies (i.e. GDPR, ISO, etc)
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A track record of successful performance in Customer Support and team management roles across multiple countries
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Experience of key participation in successful change management programmes
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A skilled communicator, engaging and inspiring with a clear ability to influence people at all levels
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Fluent in English essential. Other languages desirable
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Disciplined in the application of operating models and performance standards to ensure consistently high levels of customer service
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Decisive, challenging and influential when it comes to problem solving
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Used to working across different territories day-to-day and delivering results
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Assertive in the implementation and monitoring of processes
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A problem solver who can encourage and motivate teams for change
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Likely to be degree level educated though not essential
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Experience of automotive and insurance industries desirable
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Fluent in English essential. Any Eastern European Language desirable