Customer Support Manager - FTC 1 year contract

📍 About Second NatureWe’re here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all. Our digital habit change programme, delivered digitally through mobile and web apps – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes. • We've positively changed the lives of over 250,000 people • We're rated 'Excellent' by over 7k of our members on Trustpilot • We're growing extremely quickly & are now a profitable business • We're one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health • We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future • Our team members stay with us for an average of 4.3 years

🎯 The Role: Customer Support ManagerWe're seeking a Customer Service Manager to lead our frontline support function and ensure consistently excellent service. The role combines people leadership with a strong operational focus: managing performance and ways of working, while identifying improvements and solving problems as they arise. While the immediate focus is on Customer Support, there is scope for the role to evolve as the team and wider business develop. With responsibility across NHS contracts, B2C customers and multiple products, the role requires someone who can balance competing priorities and bring structure and consistency to a busy environment. Experience managing a customer-facing team is important, alongside confidence working with KPIs, supporting team development and getting into the detail when needed. We're looking for an organised, practical leader who can make good decisions, respond quickly when things change and help the team work effectively without losing sight of the customer.

🛠️ What You’ll Be Doing• Lead and develop the Customer Support team, creating a positive culture where people feel supported, motivated and able to grow. • Manage day-to-day service delivery, including rotas, performance, quality and capacity, ensuring the team meets its goals while maintaining a high standard of customer experience. • Run and oversee customer contact campaigns linked to engagement and milestone goals, using performance data to keep the team focused and on track. • Maintain clear, effective processes and knowledge resources so the team can work consistently across multiple products, services and customer groups. • Use data, customer feedback and team insight to identify recurring issues and improve how we work. • Work with teams across Second Nature, including Product, Ops and Tech, to resolve issues and feed customer insights back into the wider business. • Support the rollout of new products, processes and services, making sure the team is prepared and equipped to deliver them effectively. • Act as a point of escalation for complex customer issues, safeguarding concerns and formal complaints, while ensuring the requirements of our NHS, partner and B2C services are met.