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Customer Support Manager

Employer
Universal Business Team
Location
AL9, Welham Green, Hertfordshire
Salary
£40000 - £45000/annum
Closing date
6 Jul 2022

View more

Job Sector
Customer Service
Contract Type
Permanent
Hours
Full Time
We have an exciting position available for a highly reputable and growing company based in Brooksman Park. We are seeking an experienced Customer Support Manager to join this family-run SME on their journey of growth. You will possess confidence in verbal and written forms of communication and be able to communicate to people both internally and externally in a clear and professional manner. You will be responsible for overseeing the Customer Service and Technical department and provide leadership and line management to both teams.

Key duties and responsibilities...

* Review processes, procedures and documentation, updating when required

* Drive the continuous improvement of end-to-end aftersales practices

* Provide technical support for site engineers, pre-contracts, operations and End Users

* Deal with reactive client queries, diagnosing, actioning and scheduling. This will include CRM management.

* Prepare and issue monthly department profitability, task and forecast reports.

* Continually identify risks to delivery, propose solutions where necessary and effectively manage the department throughout

* Monitor, prioritise, delegate and action customer service mailboxes

* Create purchase orders, sales orders, picking lists, invoices and variations where necessary

* Approve and negotiate costs with key suppliers and subcontractors of aftersales

* Oversee and manage diary for aftersales and UFH Engineers to ensure they have the relevant information and competence for the task

* Maintaining the SLA, setting department and team member’s targets and goals in line with company goals/strategy and holding the team aligned and accountable to this.

Requirements

* Previous experience working in a similar role and/or environment for a minimum of two years

* Strong technical knowledge of plumbing, heating and mechanical systems, preferably within the underfloor heating sector

* Ability to delegate and manage the work of others

* Detail-oriented with a mathematical and detailed mindset

* Excellent written and verbal communication skills

* Good numerical skills

* Full valid UK driving licence

* Strong organisational and time management skills

* Ability to work within deadlines and cope under pressure

* Background working within construction and a strong understanding of UFH and controls along with product development preferred

Benefits

* £40-45k Negotiable depending on experience

* Hours:07:30am to 16:30pm

* Workplace Pension

* Vehicle Allowance

* Company Laptop

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