Job Description

We are seeking an experienced and dynamic Customer Support Manager to lead and oversee our customer support team, ensuring the efficient handling of all client enquiries, service requests, and feedback within our fast-paced building services environment.

You will be instrumental in upholding our reputation for outstanding service, drive continuous improvement in customer satisfaction and implement new working practices and initiatives.

This pivotal role will require strong leadership, attention to detail, and the ability to foster a collaborative, solution-driven culture. The role will report to our Operations Director and is based at our Elland Head Office, West Yorkshire (HX5 9DX).

About us

Evotech Technical Services, part of the Evotech Group, is a building services company operating nationally throughout the UK, supporting a wide range of clients within the retail, education, industrial and commercial sectors.

Our mission is to help people, organisations and businesses create and maintain safe, healthy indoor spaces by providing a range of specialist technical services.

Your job

The main responsibilities of this role include:

Lead, mentor, and develop a high-performing team of customer support coordinators, fostering a culture of excellence and accountability.

Oversee the end-to-end management of customer interactions, from initial contact and service request logging to resolution and follow-up.

Implement and refine customer service processes and procedures to enhance efficiency, quality, and consistency.

Act as the primary point of escalation for complex customer queries or complaints, ensuring swift and satisfactory resolutions.

Collaborate closely with our operations, field service, and technical teams to ensure seamless service delivery and effective communication with clients.

Work with our contract management team to improve engineer productivity, manage resource planning and utilisation, and minimise engineer downtime.

Monitor and analyse customer service metrics (e.g., response times, resolution rates, satisfaction scores) to identify trends and areas for improvement.

Manage and optimise the use of our ERP system to maintain accurate customer records and service histories.

Conduct regular team reviews and 1:1s to support individual and professional development.

Develop and deliver training programs for the customer support team on plant & equipment knowledge, service protocols, and conflict resolution.

Contribute to strategic initiatives aimed at improving overall customer experience, retention and loyalty.

Your remuneration

This is a permanent position, Monday - Friday, working 40 hours per week between 08.00 am to 17.00 pm, based at our Elland Head Office, West Yorkshire (HX5 9DX).

In return for your expertise and hard work you'll receive:

Starting salary of 42,500 - 45,000 p/a (depending on experience)

Annual performance-based bonus (>10% salary)

25 days holiday per annum, plus bank holidays

Company pension, sick pay and life assurance

Health & wellbeing programme

Training & development

Cycle to work scheme

Employee discount scheme

Free parking

Essential qualifications and experience

Proven experience in a customer service or service management leadership role.

Experience within the building maintenance, facilities management, or a related service sector would be advantageous.

A relevant degree or professional qualification in Business Administration, Customer Service Management, or a related field would be beneficial, but not essential.

Exceptional leadership and team management skills with a track record of motivating and developing staff.

Outstanding communication (written and verbal), interpersonal, and negotiation skills.

Strong problem-solving abilities and a calm, professional approach to high-pressure situations.

Self-motivated with a hands-on approach.

A deep understanding of customer service best practices and the ability to implement them effectively.

Proficiency with Microsoft Office Suite.

Experience with maintenance scheduling software and/or integrated service management platforms such as CAFM or ERP systems would be advantageous, but not essential.

Please send your CV, along with a brief summary of why you think this role would be a good fit for you to jobs@evotech.co.uk

You can also send your application by post to the Evotech HR Team, Unit B3, Lowfields Close, Lowfields Business Park, Elland HX5 9DX.

Evotech is an equal opportunities employer.

Job Type: Full-time

Pay: 42,500.00-45,000.00 per year

Additional pay:

Performance bonus
Benefits:

Casual dress Company pension Cycle to work scheme Employee discount Free parking Health & wellbeing programme Life insurance Sick pay
Work Location: In person