Job Description
Client Support Team Manager
Manchester
Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.
Blink is here to shake things up. Our widely-acclaimed online portal and UK-based team are the power behind the payment platform revolution.
At Blink, we continuously 'explore the possible' by constantly challenging convention, innovating and utilising the latest technology. We want to make keeping track of payments and getting paid as easy as possible for our clients.
We're here to help businesses overcome these core problems:
Keeping track
Struggling to keep track of all payments doesn't have to be a thing.
Reducing risk
Exposure to risk is part of the card payments landscape, but effective measures can be taken.
One simple platform
The time and inconvenience of using several payment interfaces are challenging. Blink is an all-in-one solution.
Removing barriers
If only one or two people understand your existing payment systems, your business is vulnerable.
Boosting efficiency
Chasing customers for payments is costing businesses time and money and can lead to cash flow issues.
Customer convenience
Today's business customers deserve a better, more flexible customer experience. Blink gives them the convenience they're after.
Being able to run everything from one platform should feel smart and savvy. While getting paid should be quick, easy and secure for all types of businesses. We provide a unified flow, facilitating multiple payment options, in-depth reporting, customisation and account management in one platform.
Check out our website: https://www.blinkpayment.co.uk/
Our Core Values:
- Bring a positive vibe
- Stay switched on
- Be a problem solver
- Nothing is too much
Salary: £40,000 + £6,000 Bonus
Do you have service desk management experience? If so, we're on the hunt for an accomplished Client Support Manager who can steer both our customers and support team members towards excellence. This role demands a proficient individual who can adeptly handle customer queries, foster strong client relationships, delve deep into our technology and vision, all while effectively managing and inspiring our support team. We’re seeking an individual who thrives in competitive environments, exudes high energy, and is ready to guide and mentor our Support Team!
Key Responsibilities:
- Leadership responsibilities for the Client Support team, including onboarding and training of new employees, performance reviews, goal setting, team meetings, personal development, time management etc.
- Assist and collaborate with department leadership regarding employees, daily operational tasks and management of client relationships.
- Acting as a subject matter expert with technical expertise within the wider Client Services department.
- Develop and retain an understanding of current proprietary software(s) and client platforms.
- Foster positive client relationships by overseeing employees appropriate responses to client requests, addressing issues, guide and assist employees in investigations and resolving escalations, and coordinating tasks to meet deadlines and service level agreements (SLAs).
- Review and suggest process updates to improve efficiencies.
- Participate in operational and planning meetings with department leadership. Completing projects and assignments as needed at the direction of department leadership.
- Creating and running reports on varying and set schedules as well as importing client data, as required.
Ideal Candidate:
- A strong leadership style that allows for effective management of training and day-to-day activities of the team.
- Experience managing a team.
- Keen interest in technology and staying ahead of the curve.
- A passion for coaching up team members to maximise their potential.
- The ability to demonstrate fair and sound decision making, showing objectivity and empathy while maintaining commercial focus.
- Alignment with all of Blink’s core values - Bring a positive vibe, stay switched on, be a problem solver, nothing is too much.
- Ability to manage multiple project assignments, timelines, deliverables, and milestones.
- A strong ability to identify training requirements/underperformance that needs to be held accountable.