Support Manager

As a Support Manager, you will be responsible for overseeing the delivery of high-quality support services across the organisation. You'll lead a team to ensure user needs are met efficiently and effectively, driving performance, continuous improvement, and excellent customer service.

• Manage and lead the day-to-day operations of the support team, ensuring timely resolution of queries and issues
• Monitor team performance and service levels, implementing improvements where needed
• Act as a point of escalation for complex or high-priority support requests
• Develop and maintain processes to improve efficiency and consistency in service delivery
• Support the onboarding and training of new team members
• Collaborate with internal departments to understand support needs and align services accordingly
• Produce regular reports and insights on support activity, trends, and KPIs
• Ensure compliance with internal policies and relevant regulations
• Promote a user-focused culture of responsiveness, clarity, and professionalism
• Lead or contribute to projects involving new tools, processes, or service enhancements
  
  Proven experience in a support, service, or team management role
• Strong leadership and team development skills
• Excellent problem-solving and organisational abilities
• Clear and confident communication skills, both written and verbal
• A proactive, customer-focused approach
• Experience managing service performance and driving continuous improvement
• Ability to work effectively with stakeholders at all levels
• Knowledge of service desk, support, or administrative environments (sector-specific knowledge is a plus)
  
  Join the Caterplus team at Ryland Place.
Real food. Real comfort. Real connection. That's what we do every day at Caterplus. We cook fresh, honest meals that bring people together in over-55 communities across the UK. Food that means something - not just something on a plate. If you care about food, people, and doing things properly, you'll feel right at home here. Because we don't just serve meals. We create moments. Caterplus is part of Elior UK - giving you the personality of a specialist brand with the opportunities and support of one of the UK's leading contract catering businesses. At Elior, the safety, dignity and wellbeing of the people we support is our priority. As part of our recruitment process, this role is subject to satisfactory references and an Enhanced DBS check (where applicable)., At Elior, over 10,000 colleagues come together every day with one purpose: to enrich lives everywhere, every day. We're proud that 87% of our colleagues are proud to work here - and we think that's because people are given the support, trust and opportunities they need to thrive. Don't tick every box? Don't rule yourself out. We're looking for people with potential, passion and the right attitude, not just a checklist of experience. We're committed to creating an inclusive workplace where everyone feels they belong. If you need any adjustments during the recruitment process, just let us know.

At Elior, we believe people do their best work when they feel supported, valued and able to thrive. That's why we offer a benefits package designed to support your wellbeing, career, finances and life outside of work. Here's a taste of what you can expect when you join us:
• Free meals on shift
• Flexible and part-time working opportunities
• 28 days holiday, increasing to 31 days after two years' service
• Enhanced family, personal and compassionate leave policies
• Paid volunteering days
• Training, development and career progression opportunities
• Pension scheme, life assurance and financial wellbeing support
• Salary Advance, giving you access to a portion of your pay before payday
• A supportive, inclusive culture where everyone can thrive
Plus access to Elior Spark, our enhanced wellbeing platform, offering support for you and your immediate family, including:
• 24/7 virtual GP appointments
• Mental health support, counselling and therapy sessions
• Physiotherapy services and second medical opinions
• Online gym and workout programmes
• Legal and financial advice
• Nutrition, fitness and lifestyle guidance
• Meditation and mindfulness resources
• Dedicated wellbeing helplines and expert support whenever you need it