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
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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
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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