Job Description

JOB DESCRIPTION





Section 1: General information


Job title: Customer Support Team Manager


Department: Customer Support


Reports to: Head of Customer Support


Line manager responsibility for: 6 Direct Line Reports


Section 2: PenCarrie's story and purpose


PenCarrie's story:




With over 30 years' experience, PenCarrie has built a strong reputation as a leading B2B supplier to the garment


decoration industry. Based in Willand, Devon, PenCarrie stocks over 3,500 product lines from over 75 of the


industry's top brands from promotional t-shirts to high specification outdoor wear. With a primary focus on


meeting the needs of customers, PenCarrie delivers not just on choice but on customer service, reliability and


the values that make it one of the leading companies in the market. We are a family business employing 300


Team PenCarrie members each of whom is as passionate about the business as the next.




PenCarrie's purpose:


The distribution partner that enables exceptional customer success.




Section 3: Purpose and responsibilities of the role


Main purpose of role:





Main Purpose of the Role:


As Customer Support Team Manager, you will play a key leadership role within our customer support


operations, overseeing a high-performing team of Customer Support Advisors. This role is crucial in driving


excellence across all digital customer interactions (telephone, live chat, email, social media, etc.), ensuring


the team consistently meets and exceeds key performance indicators (KPIs). You will report directly to the


Head of Customer Support, contributing to strategic decisions and ensuring the operational efficiency and


success of the department. Additionally, you will deputise for the Head of Customer Support in their absence,


stepping into leadership responsibilities and ensuring the department runs smoothly at all times.


This is an office-based role, working within the Customer Support operating hours of 08:30 to 18:00 Monday


through Friday. Working pattern could be any of the following as agreed with the Head of Customer Support


and may flex and change with reasonable notice in line with business need;


1. 08:30 - 17:00


2. 09:00 - 17:30


3. 09:30 - 18:00


Key Responsibilities:


Team Leadership & Strategic Oversight:

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Lead, mentor, and manage a team of Customer Support Advisors to ensure consistently high


standards of service across all digital channels.
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Provide ongoing coaching and development, ensuring team members are equipped to achieve


individual and team KPIs while fostering a high-performance culture.







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Deputise for the Head of Customer Support, representing the department in key meetings and


decision-making processes, ensuring smooth operations during their absence.
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Take full responsibility for the employee life-cycle of the Customer Support Team dealing with


any issues that arise such as investigations, grievance, disciplinary, absence management, family


friendly policies, and day-to-day holiday, absence and time keeping issues.


Performance Management & Data-Driven Decision Making:
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Monitor and report on key KPIs, using data to evaluate team performance and identify opportunities


for operational efficiencies.
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Contribute and develop management reports and updates as required to provide analysis on


customer satisfaction, contact levels, reasons and route cause analysis.
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Implement strategies to optimise performance across service delivery, identifying trends, issues, and


opportunities for process improvement.


Omnichannel Excellence & Customer Contact Strategy:
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Oversee customer support activities across various digital channels (telephone, email, live chat, social


media, telephone etc), ensuring rapid, effective, and empathetic customer support delivery.
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Develop and implement strategies for continuous improvement in customer interactions, leveraging


emerging technologies and tools to enhance team performance.





Strategic Planning & Cross-Functional Collaboration:

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Partner with senior leadership, including the Head of Customer Support, to develop and implement


long-term strategies that align with business objectives.
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Collaborate with cross-functional teams (Sales, IT, Marketing, Purchasing, Warehouse, New Product


Development, etc.) to ensure seamless integration of customer support initiatives and continuous


refinement of customer support strategies.





Escalation Management & Issue Resolution:
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Take ownership of complex customer issues, ensuring swift resolution and maintaining high customer


satisfaction, particularly in escalated cases.
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Support the team in handling challenging cases and provide guidance on escalation procedures when


necessary.





Continuous Improvement & Innovation:
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Champion a culture of continuous improvement, ensuring that the team is actively engaged in


identifying opportunities to enhance processes and adopt best practices.
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Drive digital transformation efforts within customer support, keeping the team at the forefront of


new technologies and innovations in the customer support space.









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Team Development & Talent Management:
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Lead the development of training programs to ensure the team remains skilled and knowledgeable in


evolving customer support technologies and procedures such as (omnichannel, workforce


management tools and AI implementation).
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Mentor and develop advisors, ensuring career progression opportunities and aligning individual


growth with business needs through annual appraisals and active regular 1-1s.





Take on any other responsibilities or tasks that are within your skills and abilities whenever reasonably asked.





Section 4: Person specification


Knowledge, skills and experience required:





Knowledge, Skills, and Experience Required:


Essential:
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Proven experience managing large customer support teams, with an emphasis on digital channels


(live chat, social media, email, telephone, etc.) and omnichannel communication.
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Extensive leadership experience, with the ability to coach, mentor, and drive performance while


fostering an empathetic, collaborative, high-performance culture in line with our company


values.
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Strong analytical skills with the ability to use data to drive decision-making and optimise team


performance.
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Expertise in customer satisfaction metrics (CSAT, NPS) and experience improving performance


through data insights.
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Experience in managing cross-functional relationships and ensuring alignment with broader


business goals.
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High-level communication skills, with the ability to engage and influence stakeholders at all levels


of the organisation.
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Ability to handle complex escalations and maintain composure under pressure while ensuring the


best possible customer outcomes.


Desirable:
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Familiarity with customer support platforms (Salesforce, Zendesk, etc.).
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Project management experience, with the ability to lead initiatives that improve team


performance and customer satisfaction.


Knowledge of emerging trends in customer support technology and a passion for digital transformation.




PenCarrie Values




We're dedicated to customer success
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Every one of us can make a difference to our customers' experience
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We actively look for ways to help our customers succeed







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Our customers are considered in every decision we make


We build strong and respectful relationships
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We create a kind, safe and inclusive workplace where everyone feels they can thrive
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We collaborate to find solutions and build ideas
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We build trust in each other
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We're prepared to have the difficult conversations, giving and receiving feedback





We look forward and embrace change
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We're bold, brave and inspirational
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We look up, look out and look forward
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We anticipate and embrace change


We're proud of everything we do
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We strive to improve in everything we do
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We celebrate our achievements
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We all have a voice
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We know our priorities and implement with conviction and pace


We grow responsibly
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We use our resources wisely
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We're clear and transparent in our communications to all our stakeholders
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We're committed to reducing our environmental impact
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We give back to our communities





Section 5: Job description prepared by


Job title: Head of Customer Support


Date: July 2025