Job Description

Join Ascom as a Customer Care Manager - Lead with Purpose, Deliver with Impact

At

Ascom

, we're transforming the way healthcare and enterprise environments communicate. Our mission-critical solutions connect people, systems, and devices -- and now, we're looking for a

Customer Care Manager

to lead our support operations and elevate customer experience across the UK.


This is your opportunity to shape a high-performing support team, drive operational excellence, and be the voice of Ascom for our strategic clients.

Your Mission at Ascom

Lead & Inspire

: Build and develop a high-performing Customer Care team, fostering a culture of "customer first" and urgency.

Operational Excellence

: Manage day-to-day support operations for strategic accounts, ensuring quality, productivity, and predictability.

Customer Advocacy

: Be the "how-to" voice of Ascom, guiding clients through solutions and ensuring their goals are met.

Cross-Functional Collaboration

: Work closely with R&D, sales, marketing, product management, legal, and operations to champion customer interests.

Performance Management

: Drive KPIs across CSAT, lead time, and operational efficiency. Use data-driven insights to continuously improve.

Strategic Escalation

: Own customer satisfaction and escalation paths, ensuring swift resolution and long-term trust.

Global Alignment

: Implement global processes and initiatives locally, ensuring consistency and excellence in service delivery.

Financial Stewardship

: Manage budgets, optimize costs, and deliver on financial targets for the Customer Care function.

What You Bring to Ascom

Master's or Bachelor's degree in Business Economics or Technical Management ITIL certification 3-5 years' experience in a management role within After Sales Services or B2B project environments Proven track record in financial management, budgeting, and KPI delivery Strong understanding of support processes, tools, and customer service methodologies Financial literacy in project cost control and margin optimization Passion for building teams and driving customer satisfaction

Why Ascom?

At Ascom, we don't just support customers -- we empower them. You'll be part of a global team that values innovation, collaboration, and excellence. We offer:

A competitive salary and benefits package Opportunities for leadership development and career growth A chance to make a real impact in healthcare and enterprise environments A culture that values your voice and your vision

Ready to Lead the Future of Customer Care?

Apply now and become a key player in Ascom's journey to build a world-class support organisation.