Customer Support Manager

Customer Support Manager - Join us to lead a dynamic team at Social Value Portal, where we are committed to delivering £100bn in social value to help people, places, and the planet thrive. With a competitive salary and industry-leading benefits including flexible working arrangements and enhanced parental leave, this is your opportunity to make a real impact. Click to Apply.

About Us: At Social Value Portal, we are pioneers in the social value space, offering a suite of user-friendly tools and consultancy services that enable organisations across the public, private, and voluntary sectors to collaborate effectively. Since our launch in 2014, we've become the UK market leader in social value measurement, unlocking over £24bn in social value. Backed by Series B investment, we’re on a mission to scale further in the UK and internationally.

The Role: We are looking for a highly motivated Customer Support Manager to oversee our customer support operations. You will lead a team of five Customer Support Executives, ensuring they provide outstanding service through multiple channels, including email, phone, chat, and social media. Your leadership will drive the team to excel in resolving queries related to our Social Value TOM System™, membership platform, and Social Value Learning Academy.

As our Customer Support Manager, you will manage the Salesforce case queue, monitor SLAs, and generate reports to identify areas for improvement. You’ll also be responsible for running customer training sessions and support webinars, ensuring that our clients are empowered to achieve their social value goals.

Key Responsibilities:

• Manage and optimise the performance of the customer support team.
• Oversee Salesforce case management, ensuring adherence to SLAs.
• Liaise with other departments to resolve ongoing or recurring issues.
• Develop and manage performance dashboards to track team metrics.
• Run support webinars and customer training sessions.

What You’ll Bring:

• Proven experience in customer support management, preferably in a technology or SaaS environment.
• Proficiency in Salesforce CRM Software
• Strong analytical skills with the ability to generate actionable insights.
• Excellent communication and leadership skills.

Benefits:

• Competitive salary of £45-55k base (depending on experience)
• 25 days of leave per year plus UK bank holidays and your birthday off
• Enhanced parental leave and a flexible working environment
• Private medical insurance from day one
• £400 annual learning budget
• Cycle to work and electric vehicle schemes
• Ethically invested pension scheme matched up to 5%
• Six paid volunteering days per year

Location & Hours: Full-time FTC for 12 months, Hybrid working from London (2-3 days office-based)

Social Value Portal is an equal opportunities employer, committed to creating an inclusive and diverse environment. We welcome applications from all backgrounds and communities.

Ready to lead a team that’s making a difference? Click to Apply.