Customer Care Manager


Lizzie Formisano

Lizzie Formisano

Senior Recruitment Consultant


Job Ref No: 0000022

Customer Care Manager

£35,000 (£45,000 package)
Job Type:
Permanent / Full Time
Thursday 29 Feb 2024

We're delighted to be recruiting for a market-leading software organisation in the construction space - looking to grow its customer experience team!

We are looking for a professional Customer Care Manager who will be responsible for handling inbound customer questions, comments and complaints. To succeed in this role, you should be an excellent communicator who can build trust, have a persuasive attitude, excellent customer relationship skills, and a passion for customer experience. Ultimately, you will help establish our customer's reputation as a company that offers excellent customer experience during all sales and after-sales procedures.

Key Accountabilities

  • Be a trusted advisor to customers – support customers resulting in a healthy customer relationship

  • Own the inbound customer queries, responding in a timely and accurate way, via phone/email (and possibly chat in the future)

  • Follow up with customers and internal stakeholders, owning the query to ensure customer issues are resolved

  • Identify customer needs and help customers use specific features, helping them realise the full value of our client's solution(s)

  • Update internal databases with information about customer queries and all key discussions and actions internally and externally (customers)

  • Monitor customer complaints on social media and reach out to provide assistance (currently our client do not have a large presence on social media but this will form a part of the role in the future)

  • Gather customer feedback and share with our Product, Sales and Marketing teams (for example, collate information and report into product malfunctions and enhancements uncovered through customer conversations)

Knowledge, Skills & Experience

  • Passionate about providing a best-in-class customer experience

  • Proven record in managing customer queries, demonstrating excellent communication and problem-solving skills

  • Strong stakeholder management – allowing you to engage with various personas and adjust the communication style/approach to achieve your objective(s)

  • Ability to manage own time/ diary, and able to prioritise according to our business or the customers’ needs.

  • A proactive approach, working with internal and external stakeholders

  • Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assists with solving said problems

  • A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams

  • Experience and disciplined adoption and maintenance of a CRM system


  • Minimum of 2 years’ experience working within a Software organisation, ideally within the B2B space

  • Experience in a SaaS environment is desirable for this role

What the Zest team think:

"This is a brilliant opportunity for any service-focussed individual to join a fast-growing SaaS business who have won multiple recent awards & featured on the Great Place to Work list. If you get a kick from delivering phenomenal customer experiences - we want to talk to you!" (Calum, Zest Founder)