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Trostan Dene Logo Trostan Dene · Customer Service

Customer Support Manager

United Kingdom, Rossendale · Job Posted January 22, 2026
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Job Description

You will join a global manufacturing business with a long-established presence in a specialist product area of manufacturing and are without question the market-leader. The Customer Support Manager is responsible for leading a team of customer support agents, ensuring high-quality service delivery while fostering a culture of continuous learning, coaching, and professional development. The role balances operational oversight with strong people leadership to support both individual growth and team performance.

Job Responsibility

  • Drive, empower, and energize a high-performing team of customer service / technical professionals to consistently exceed customer expectations
  • Pinpoint skills gaps and growth opportunities, crafting tailored development plans to unlock each team member’s full potential
  • Deliver impactful coaching, regular performance reviews, and purposeful one-to-one meetings to fuel continuous growth and engagement
  • Champion a collaborative, accountable, and curiosity-driven team culture where learning and innovation thrive
  • Take charge of day-to-day technical operations, ensuring seamless service delivery aligned with SLAs and top-tier quality standards
  • Serve as the go-to escalation point for complex customer challenges, offering expert support and clear direction
  • Track and analyse performance metrics to generate meaningful insights and drive data-informed decision-making for senior leadership
  • Partner cross-functionally with other teams to streamline operations, boost knowledge sharing, and maximize efficiency
  • Identify opportunities to enhance team workflows, processes, and customer support tools
  • Implement best practices and share lessons learned across the team and wider organisation
  • Support management in strategic initiatives related to customer experience and technical excellence

Requirements

  • Proven track record in customer service and / or technical support at manager level, consistently delivering high-quality, customer-centric solutions
  • Exceptional communicator, able to translate complex technical concepts into clear, user-friendly language for non-technical audiences
  • Analytical and detail-oriented, with strong troubleshooting skills and a methodical approach to problem-solving
  • Quick to learn and highly adaptable, thriving in fast-paced environments and rapidly mastering new systems, tools, and technologies
  • Skilled in CRM platforms and support tools, ensuring accurate, efficient documentation and case management
  • Calm and empathetic under pressure, maintaining professionalism and composure when dealing with challenging customer interactions
  • Strong team player with the ability to work independently and collaboratively to meet shared goals and resolve issues effectively

What we offer

  • Attractive salary and comprehensive benefits package including 1 day home working
  • In-depth training and continuous opportunities for professional growth
  • A positive, collaborative, and supportive team culture
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