Customer Service Manager
- Recruiter
- Confidential
- Location
- Worcestershire
- Salary
- Competitive
- Posted
- 25 May 2021
- Closes
- 22 Jun 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Customer Service Manager
Play a leading role in the success of a British institution
GBPcompetitive with attendance bonus
The Opportunity
We are searching for a Customer Service Manager to join a business experiencing significant growth despite the pandemic.
This Customer Service Manager will have the opportunity to share in the pride of manufacturing the best-in-class, award winning engineering products our client is famous for.
The feel and finish of the final product is what sets this business apart, and they are regarded by their industry and customer as the very best in their field.
Pride in the process and quality is at the heart of this company, and they have opportunities for you to grow and evolve not only your skills, but also your career.
The Company
Our client has been operating since the 1960s developing their business, innovating and being a trend-setter for the wider industry.
Family has been a big part of the business and they remain a family orientated business but on a much larger scale, staffed by a fantastic group of people passionate about their product and the people they work with.
Based in the Cotswolds, this award-winning business is set for significant growth which will in turn create new opportunities for your own growth and development.
They have a reputation for THE BEST customer service in the industry - A Premium brand, With Premium after sales
The Role
The ideal candidate will have motor trade experience and is comfortable dealing with customers who have issues with high value vehicles. We will consider candidates who don't have motor trade experience.
You will also be running a workshop, a warranty system and a spare parts department.
The successfulcandidate will be responsible for:
Service relationships with our key account holders and their retail customers
The warranty function; claim processing, parts and labour approvals, key account audits, RTV materials testing and disposition, data analysis and third-party warranty processes.
Product service issue resolutions; recalls andservice information outputs.
The onsite service workshop and its administration function; currently three technicians and one administrator although we foresee two additional technicians and a technical advisor as a minimum growth requirement in the immediate future.
Spare part sales, currently two team members, supplying spares to both business to business and retail customers.
Working closely with:
Sales - managing key account and retail customer service issues, particularly when these become complex and/or escalate beyond the routine.
Design, Production, Quality and Purchasing functions - providing feedback from warranty data to pushproduct quality, drive forward process and material improvements and inform current and future development projects.Key objectives will be:
Maintain the businesses' reputation for the "best in class" Customer Service experience.
Manage the Warranty Budget
Grow Service Workshop and Spare Part sales.The Candidate:
Must be a team player.
Have relevant, or transferable, customer service management experience; ideallygained in a mixed, business to business and retail market and preferably with low to medium volume, high value, manufactured products.
Have working knowledge of current Consumer Protectionlaw and a well-developed sense of "best value" customer complaint resolution,allied to sound commercial judgment and financial awareness.
Have the ability to remain calm, and focused when managing challenging, and escalating, customer issues involving high value products.
Excellent verbal and written communication skills, and strong IT.
Experience managing a small multi-disciplined team is desirable
Play a leading role in the success of a British institution
GBPcompetitive with attendance bonus
The Opportunity
We are searching for a Customer Service Manager to join a business experiencing significant growth despite the pandemic.
This Customer Service Manager will have the opportunity to share in the pride of manufacturing the best-in-class, award winning engineering products our client is famous for.
The feel and finish of the final product is what sets this business apart, and they are regarded by their industry and customer as the very best in their field.
Pride in the process and quality is at the heart of this company, and they have opportunities for you to grow and evolve not only your skills, but also your career.
The Company
Our client has been operating since the 1960s developing their business, innovating and being a trend-setter for the wider industry.
Family has been a big part of the business and they remain a family orientated business but on a much larger scale, staffed by a fantastic group of people passionate about their product and the people they work with.
Based in the Cotswolds, this award-winning business is set for significant growth which will in turn create new opportunities for your own growth and development.
They have a reputation for THE BEST customer service in the industry - A Premium brand, With Premium after sales
The Role
The ideal candidate will have motor trade experience and is comfortable dealing with customers who have issues with high value vehicles. We will consider candidates who don't have motor trade experience.
You will also be running a workshop, a warranty system and a spare parts department.
The successfulcandidate will be responsible for:
Service relationships with our key account holders and their retail customers
The warranty function; claim processing, parts and labour approvals, key account audits, RTV materials testing and disposition, data analysis and third-party warranty processes.
Product service issue resolutions; recalls andservice information outputs.
The onsite service workshop and its administration function; currently three technicians and one administrator although we foresee two additional technicians and a technical advisor as a minimum growth requirement in the immediate future.
Spare part sales, currently two team members, supplying spares to both business to business and retail customers.
Working closely with:
Sales - managing key account and retail customer service issues, particularly when these become complex and/or escalate beyond the routine.
Design, Production, Quality and Purchasing functions - providing feedback from warranty data to pushproduct quality, drive forward process and material improvements and inform current and future development projects.Key objectives will be:
Maintain the businesses' reputation for the "best in class" Customer Service experience.
Manage the Warranty Budget
Grow Service Workshop and Spare Part sales.The Candidate:
Must be a team player.
Have relevant, or transferable, customer service management experience; ideallygained in a mixed, business to business and retail market and preferably with low to medium volume, high value, manufactured products.
Have working knowledge of current Consumer Protectionlaw and a well-developed sense of "best value" customer complaint resolution,allied to sound commercial judgment and financial awareness.
Have the ability to remain calm, and focused when managing challenging, and escalating, customer issues involving high value products.
Excellent verbal and written communication skills, and strong IT.
Experience managing a small multi-disciplined team is desirable