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1. Team leadership and performance
- Provide day-to-day leadership for the Customer Support team, setting priorities and allocating work according to customer need, risk, capacity and capability.
- Hold regular one-to-ones, team check-ins and performance conversations; agree clear objectives and follow through on actions.
- Coach colleagues through live work, provide timely feedback and build capability through cross-training, knowledge sharing and development plans.
- Create an inclusive, accountable team culture aligned to SCC values and a customer-first mindset.
2. Player / manager delivery
- Retain hands-on responsibility for an agreed portfolio of customer onboarding, complex cases or priority accounts.
- Step into operational delivery during demand peaks, absence or critical customer situations while protecting sufficient time for leadership responsibilities.
- Model the expected standard of customer communication, documentation, ownership and cross-functional collaboration.
3. Customer onboarding and service readiness
- Oversee the end-to-end onboarding of new customers/customer contracts within the team remit, ensuring ownership, milestones, dependencies and completion criteria are clear.
- Ensure customer requirements, portals, frameworks, security needs and operational contacts are captured consistently.
- Confirm that customer information packs, account set-up activities and internal hand-offs are complete, accurate and accessible.
4. Workflow, capacity and service control
- Maintain a clear view of incoming demand, work in progress, ageing items, bottlenecks and team capacity.
- Allocate and rebalance workloads, prioritising customer impact, commercial risk and due dates.
- Establish practical controls for case ownership, status updates, escalation and closure so that activity is visible and auditable.
- Provide concise updates to the Director, Revenue Operations, including performance, risks, dependencies and required decisions.
5. Quality, compliance and risk
- Complete proportionate quality checks across customer communications, quotations, onboarding records and handover documentation, where relevant.
- Ensure work is completed in line with agreed processes, customer contractual requirements, information security controls and relevant security clearance requirements.
- Identify recurring errors, control gaps and customer risks; implement corrective actions and escalate material issues promptly.
- Ensure sensitive or key customer information is handled appropriately and only shared with authorised stakeholders.
6. Escalation and stakeholder management
- Act as the first leadership escalation point for account queries ensuring clear ownership and timely resolution.
- Build effective relationships with Sales, Customers, Finance/Credit, Commercial teams, vendor teams and delivery functions.
- Escalate issues that present significant customer, financial, contractual or reputational risk.
7. Process improvement, tools and transition
- Promote consistent use of SCC tools, where applicable
- Document standard operating procedures, customer-specific requirements and lessons learned so that work can be replicated reliably.
- Use data and team feedback to simplify processes and improve customer experience.
8. Commercial and operational support– “Secure” Accounts
- Ensure the team completes pre-sales enquiries, quotations and, where relevant, customer reporting in a timely and efficient manner.
- Oversee deal registrations, special bids and use of vendor portals to support competitive pricing.
- Coordinate credit account and credit limit activity, resource requests, debt queries and dispute resolution with the relevant owners.
- Ensure customers with export requirements are supported through the correct process and specialist teams.
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