Customer Support Lead

Are you and experienced and strategic Senior Customer Support Manager who enjoys leading a team to drive high service delivery standards and outstanding customer experience? In this critical role, you will be responsible for overseeing the day-to-day operations of the support team, optimising processes, and implementing strategies that improve service quality, efficiency and customer satisfaction. You will collaborate cross-functionally with Sales, Logistics, Supply Chain and Operations to build a seamless support experience that aligns with the company's goals and customer expectations. Duties also include:

• Collaborating with the Customer Experience Manager to design and roll out the CX roadmap strategy to deliver a seamless, personalised and proactive customer journey
• Utilise customer feedback, data and insights to identify opportunities for improving customer satisfaction and loyalty
• Driving initiatives that reduce response times, improve service consistency, and enhance customer experience
• Supporting with key projects to enhance back-office processes and increase efficiency across all customer touchpoints
• Engage and visit with key customers to strengthen relationships
• Implement and oversee quality control measures to ensure compliance with company standards and policies
• Supporting with new technology enhancements to improve automation and reduce manual tasks
• Lead, mentor, and inspire a team of customer support advisors, promoting a culture of accountability, continuous learning, and professional growth
• Develop training programs and career development plans to enhance team skills and ensure alignment with evolving customer needs and company objectives
• Act as an escalation point for complex customer issues, providing guidance and support to the team in resolving challenging cases effectively, Familiarity with the construction, building materials, or brick industry is desirable but not essential.
About our Benefits
• Annual bonus up to 6%
• Professional growth, training, and opportunities to hone your skills and knowledge
• Ability to purchase additional holidays
• Company Pension
• SIP - ability to become a shareholder via our Share Scheme
• Life Assurance
• Flexible benefits offering (including health, wellbeing and money saving opportunities)
  
  With prior experience in supply chain, logistics, sales support, or customer service, you will be a team player with a proactive attitude who is comfortable working under pressure in a fast-paced, dynamic environment. You will have a structured approach, be detail oriented and have a strong desire to achieve high-quality standards.
You will also have:
• 8+ years of experience in customer support, with at least 3-5 years in a management role overseeing a team
• Proven track record of improving customer experience and operational efficiency in a high-volume support environment
• Experience with CRM and support platforms (e.g. SAP, Salesforce). Knowledge of omnichannel contact centre platforms is preferred
• Strong leadership and team-building skills, with the ability to foster a positive and inclusive team environment
• Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels
• Strategic mindset with a focus on continuous improvement and innovation
• Proficiency in data analysis, performance metrics, and reporting to drive decisions and improvements
  
  Wienerberger is a leading international provider of building materials and infrastructure solutions. We improve the quality of life and shape the future of construction. With our 19,000 employees at 216 locations in 28 countries, we improve the lives of people all over the world. Our products and system solutions enable energy-efficient, healthy, climate-friendly and affordable living.