Customer Success Manager

Customer Success Manager 
 
We’re looking for an experienced Customer Success Manager to lead the operational delivery of Workwell Contractor Solutions Customer Success model across Customer Service, Administration, Inbound Onboarding and Outbound Onboarding.
Reporting to the Head of Group Operations and leading through four team managers, you’ll play a key role in creating a consistent, high-quality experience for our customers and our people.
 
You’ll bring together service performance, people leadership, quality, customer feedback and continuous improvement, making sure our teams have clear standards, the right support and the insight they need to perform at their best.
 
This is a broad leadership role for someone who enjoys turning insight into action. You’ll use customer feedback, complaints, performance data and quality findings to understand what’s working, what isn’t and where we can make things better. You’ll work closely with teams across Workwell Contractor Solutions to improve customer journeys, strengthen our operational performance and make lasting improvements to our people, processes, knowledge, systems and communications.
 
What you’ll be doing

• Leading our Customer Success approach across Customer Service, Administration and our Inbound and Outbound Onboarding teams, creating a consistent, human and confident experience for our      customers.
• Leading and developing four team managers, setting clear expectations and helping them take ownership of their teams, performance, quality and continuous improvement.
• Building strong leadership capability, using coaching, observation, feedback and performance insight to help      managers develop their people and address issues effectively.
• Keeping a clear view of operational performance, including demand, responsiveness, backlogs, aged work,      quality, complaints, capacity and emerging risks.
• Leading weekly operational and monthly Customer Success reviews, making sure priorities are clear, actions have owners and we follow through on the things that matter.
• Championing quality and effective coaching,  ensuring customer interactions and outcomes are reviewed consistently and  that coaching leads to measurable improvement.
• Taking oversight of complaints and significant customer escalations, ensuring issues are resolved      appropriately while making sure we learn from them and reduce the  likelihood of them happening again.
• Turning customer insight into improvement, using feedback, complaints, quality findings and recurring customer demand to identify root causes and prioritise meaningful changes.
• Creating and maintaining a clear  improvement pipeline, with defined priorities, owners, timescales and      expected benefits.
• Working across Workwell to improve handovers and customer journeys involving Sales, Payments & Invoicing,  Compliance and other operational teams.
• Working closely with Business Projects & Development and operational specialists to make sure changes are      successfully embedded into day-to-day ways of working.
• Making good use of technology and data,  championing our CRM, case management, telephony, workflow, reporting and  automation tools and ensuring the information we rely on is accurate and useful.
• Supporting strong commercial and service outcomes through onboarding, with appropriate oversight of conversion, pipeline management and follow-up, while maintaining our service and compliance standards.
• Keeping a close eye on risk and operational  resilience, identifying customer, people, compliance, resource, commercial or system risks early and making sure appropriate action is taken.

 
We’d love to hear from someone who…

• Has proven experience leading multi-team customer service or operational functions.
• Is a confident and supportive leader of leaders, able to set clear expectations, develop management capability 
• Knows how to create clear operational  rhythm and accountability, including effective weekly performance      conversations and structured monthly reviews.
• Is comfortable working with data, able to spot patterns, ask the right questions and challenge the quality of      reporting, insight and commentary.
• Has used customer feedback, complaints, quality monitoring an