Application support manager Work, Jobs in Crowthorne, Brk (with Salaries)

Inbound Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £36,000 a year
- Full-time
- Continuous improvement
- Organisational skills
- In-person
Quick apply
Outbound Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £35,000 a year
- Full-time
- Continuous improvement
- Mentoring
- Organisational skills
Quick apply
Commercial Events Administrator
Wellington College —Crowthorne
- Full-time
- School
- Free parking
- Employee discount
Marketing Manager / Designate - Full time
Royal Talens —Wokingham
- £30,000 - £35,000 a year
- Full-time
- Marketing
- Social media management
- English
- Employee discount
Quick apply
14d
Recruitment & Project Coordinator
Flexjet Europe —Farnborough
- Full-time
- Hybrid work
- Communication skills
Quick apply
CRM Executive
Milk & More —Camberley
- £30,000 - £35,000 a year
- Full-time
- Hybrid work
- Analytics
- Health & wellbeing programme
- Annual leave
Quick apply
Systems & Database Administrator
More House School —Farnham
- £45,000 - £50,000 a year
- 8 hour shift
- IT
- In-person
- School
Quick apply
Capture Manager
Leidos —Farnborough
- £75,800 - £99,800 a year
- Full-time
- Hybrid work
- Business development
- Leadership
- Communication skills
- Annual leave
- Work from home
Customer Services Manager (Contact Centre)
Healthxchange —Reading
- £40,000 - £45,000 a year
- Monday to Friday
- Team management
- Organisational skills
- Training & development
- Work from home
- Employee assistance programme
8d
Complaints & Resolution Manager
Skylight Psychiatry —Basingstoke
- £40,000 - £45,000 a year
- Hybrid work
- Travel
- Communication skills
- Annual leave
14d
Customer Care Associate
LRG —Camberley
- Remote
- Social media management
- Communication skills
Quick apply
Volunteer Lead Co-Ordinator
DEBRA —Bracknell
- £19,200 - £21,600 a year
- Part-time
- Organisational skills
- Communication skills
Quick apply
7d
HR Officer (L&D and HR Operations)
More House School —Farnham
- £34,000 - £38,000 a year
- Full-time
- Human resources
- In-person
- Training & development
Quick apply
Projects Administrator
Antac Support Services —Aldershot
- £26,500 a year
- Full-time
- CRM software
- Administrative experience
- Accounting
- Free parking
- Employee assistance programme
Quick apply
Outdoor Education Lead
Amegreen Children's Services —Theale
- £25,000 - £30,000 a year
- Full-time
- Cooking
- Experience working with children
- Continuous improvement
- Free parking
- Employee discount
Quick apply
Assistant Customer Service Manager
Return on Investment Ltd —Walton-on-Thames
- £40,000 - £45,000 a year
- Hybrid work
- Data analysis skills
- Analysis skills
- Continuous improvement
- Annual leave
- Gym membership
Quick apply
Mobile Sales Advisor
FlooringSuperstore.com —Bracknell
- Up to £45,000 a year
- Weekend availability
- Sales
- Customer service
- Travel
- Free parking
- Store discount
Quick apply
8d
Casual Leisure Assistant
Berks & Bucks Football Association —Wokingham
- Weekend availability
- Hospitality
- Management
- English
- Free parking
- Employee assistance programme
Quick apply
11d
Customer Support Manager
Alfa Laval —Camberley
- Full-time
- Hybrid work
- Data analysis skills
- Continuous improvement
- Training & development
14h
Background Screening & Vetting Associate
PeopleCheck Ltd —Richmond upon Thames
- From £28,860 a year
- Full-time
- Hybrid work
- Writing skills
- English
- Research
- Sick pay
Quick apply

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application support manager jobs near crowthorne, brk

Inbound Service Delivery Lead

Lifetime Legal Ltd -
Wokingham

Quick apply

Job details

Permanent | Full-time
Up to £36,000 a year

Qualifications

Customer service call handling
Operations management
Inbound customer enquiry call handling
Employee relations case handling
Stakeholder liaison
Mentoring junior staff
Employee relations
Ticket management
Performance management
Continuous improvement
Continuous improvement cycles oversight
Risk management
Organisational skills
Management reporting
Customer support
Professional development mentoring
Root cause analysis
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Time management
Analytics

Full job description

Reports To

Service Delivery Manager

Purpose of the Role

The Inbound Service Delivery Lead is responsible for leading the day-to-day operational performance of the inbound team, ensuring exceptional customer service, achievement of service level agreements, high quality standards and regulatory compliance.

The role combines frontline people leadership with operational management and individual production, ensuring resources are effectively managed, colleagues are developed and operational performance is consistently achieved.

Key Responsibilities

1. People Management

Lead, motivate and develop a team of Inbound Advisors, creating a high-performing, accountable and engaged team culture that consistently delivers excellent customer outcomes.

Responsibilities include:

Lead, coach and develop team members through regular feedback, mentoring and performance conversations.
Conduct monthly one-to-one meetings with all direct reports, supported by weekly performance and wellbeing check-ins.
Deliver live coaching through call listening, side-by-side support, observation and immediate feedback to improve capability, quality and customer outcomes.
Complete a minimum of three quality call & ticket audits per advisor each week, providing timely, constructive and actionable feedback.
Analyse individual and team performance trends, identifying strengths, development needs and the root causes of underperformance.
Act as the first point of escalation for all performance, conduct, attendance and behavioural concerns within the team.
Manage informal and formal performance concerns in line with the Capability Policy, Absence Management Policy and Disciplinary Policy, ensuring issues are managed fairly, consistently and promptly.
Conduct Return to Work interviews following periods of absence, monitor attendance trends and implement appropriate support or formal processes where required.
Promote and monitor adherence to the Employee Code of Conduct, company values and expected standards of professional behaviour.
Support colleagues through probation reviews, development plans and performance improvement plans, ensuring clear objectives and regular follow-up.
Recognise and celebrate high performance, promoting engagement, accountability and continuous improvement.
Escalate complex employee relations matters to the Service Delivery Manager or People Team where appropriate.

2. Operational Efficiency

Manage the daily operation of the Inbound service to ensure customer demand is effectively managed and service levels are consistently achieved.

Responsibilities include:

Monitor real-time operational performance and identify emerging risks to service delivery.
Actively manage and prioritise workflow throughout the day to ensure optimal resource allocation and achievement of service level agreements.
Drive in-day and short-term team performance through effective coaching, operational intervention and workload management.
Monitor performance against agreed operational KPIs, quality standards and productivity measures.
Ensure achievement of all operational service level agreements, quality standards and productivity targets.
Complete daily operational reporting, including Daily Tracker statistics and hourly production updates, ensuring accurate and timely reporting of team performance.
Produce regular performance insights for the Service Delivery Manager, identifying trends, risks, root causes and recommending appropriate corrective actions.
Escalate emerging risks to service delivery promptly, providing clear analysis of underlying causes together with proposed mitigation plans.
Proactively identify and escalate capacity constraints, workflow bottlenecks, process inefficiencies and operational risks, supporting continuous improvement across the operation.
Foster a culture of operational excellence by encouraging accountability, ownership and continuous improvement within the team.
Ensure compliance with company policies, regulatory requirements and quality standards at all times.

3. Individual Production

Maintain an active operational contribution by completing Inbound casework alongside leadership responsibilities.

Responsibilities include:

Maintain an individual production target equivalent to approximately 40% of an Inbound Advisor's expected output.
Answer inbound calls and handle emails through our ticketing system accurately, efficiently and in accordance with regulatory and company requirements.
Deliver high quality customer interactions with our estate agents and clients.
Maintain personal quality, compliance and productivity standards.
Provide operational support during periods of increased demand to ensure service levels are maintained.
Lead by example through consistent delivery of quality, productivity and customer service excellence.

Key Performance Indicators (KPIs)

The Inbound Service Delivery Lead will be accountable for achieving team and individual performance against agreed business measures, including:

Agent Enquiries Inbound Calls Answered (Target <95%)

Customer Experience Inbound Calls Answered (Target <95%)

All Inbound Calls Answered within 30 seconds (Target <95%)

Agent Enquiries Inbox Freshdesk SLA (Target <98%)

Info Inbox Freshdesk SLA (Target <98%)

Team Call/Ticket Audit Accuracy (Target 90% of Advisors achieving 95% accuracy)

Individual Production Contribution (40% of Advisor Target)

Key Competencies

Passion for delivering exceptional customer service
Strong people leadership and coaching capability.
Performance management experience.
Excellent operational planning and prioritisation skills.
Data-driven decision making and analytical thinking.
Strong communication and stakeholder management.
High attention to detail and regulatory awareness.
Ability to make timely operational decisions in a fast-paced environment.
Commitment to continuous improvement and customer excellence.

Person Specification

Customer Service expertise
Excellent time management
Attention to detail
Problem solving
Display leadership
Target driven
Willingness to learn
Strong organisational skills
Decision making skills
Display leadership
Excellent written & verbal communication skills
Team player

Success Measures

Success in this role will be demonstrated through:

Consistent achievement of operational KPIs and service levels.
High levels of colleague engagement and development.
Strong quality and compliance performance.
Effective management of operational risks.
Delivery of individual productivity expectations.
Positive contribution to continuous improvement across the Inbound team.
Top of Form

The duties and responsibilities outlined in this job description are not exhaustive. The post holder may be required to undertake other duties that are reasonable, appropriate to the seniority of the role, and consistent with the needs of the business.

We are committed to providing an accessible recruitment process and encourage candidates to discuss any support or adjustments they may need during their application journey.

Pay: Up to £36,000.00 per year

Application question(s):

Is your commute within 45 minutes to Wokingham?

Experience:

call centre management: 1 year (preferred)

Work Location: In person

Quick apply

Refine Your Search

application support manager jobs in crowthorne, brk

Inbound Service Delivery Lead

Outbound Service Delivery Lead

Commercial Events Administrator

Marketing Manager / Designate - Full time

Recruitment & Project Coordinator

CRM Executive

Systems & Database Administrator

Capture Manager

Customer Services Manager (Contact Centre)

Complaints & Resolution Manager

Customer Care Associate

Volunteer Lead Co-Ordinator

HR Officer (L&D and HR Operations)

Projects Administrator

Outdoor Education Lead

Assistant Customer Service Manager

Mobile Sales Advisor

Casual Leisure Assistant

Customer Support Manager

Background Screening & Vetting Associate

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