11 Feb 2018
21 Feb 2018
Contract Type
Full Time
My client is the largest engineering company across the UK and Ireland.
They are currently seeking an experienced Customer Service Manager to join their team in Lisburn.
With a salary of up to £35-44,000 per annum (dependant on experience) they also offer exceptional benefits and pension scheme.

Purpose of the job:

You will be will be taking ownership to deliver an exceptional customer service experience as you lead the Service Department. You will run a service operation to build strong employee engagement that deliver high levels of customer satisfaction and dedication. You will also have commercial responsibility for the Profit and Loss of the operation with you and your team.

Key Responsibilities:

• Execute the service strategy by leading the service delivery control to delivery consistent experience for the customers that drives loyalty and increase market share (labour sales)
• Maintain strong communication with our customers including face to face contact and regularly follow ups
• Accountable for safety of service teams within the operations
• Ensuring that the highest level of customer service is delivered when dealing with customer requests
• Accountable for the service operations gross margin
• Accountable for adherence to processes, procedures and policies associated with delivering service
• Overseeing the branch facility to ensure a safe environment for employees and visitors
• Proactively resolving customers’ issues and disputes
• Proactively uses customer feedback direct, surveys and through focus groups to improve overall customer satisfaction
• Identify actions to improve customer loyalty and business performance
• Ensures adherence to service process and procedures to ensure consistent outstanding customer service delivery
• Continually reviews of performance versus company standards and customer needs making recommendations to improve
• Monitors existing systems and applications to develop and support capability and capacity plans to meet or exceed customer needs and enhance business performance
• Takes the lead ensures the health and safety of customer and service employees is the highest priority
• Continually review information including VOC, VOB and business metrics and reports maintain a high level of service is being delivered
• Provide guidance and coaching to regional delivery teams on a regular basis

• Minimum 3 years operational leadership experience in a customer facing role with demonstrable success
• Qualified NVQ level 3 or equivalent or Advanced Apprenticeship
• Working proactively on developing business management skills (finance, BTSM etc.)
• People management experience
• Previous experience of Workshop or Field Service Management, equipment or process engineering is desirable.
• Strong financial acumen and experience of financial management controls
• Ability to identify, develop and progress talent for the team, region and division
• Champions Safety through visible leadership together with IOSH Managing Safety qualification and trained in foundational electrical safety
• Experience in working with Electrical Power industries utilising generators and associated equipment both gas and diesel
• Excellent communicator and skilled influencer

Reed Specialist Recruitment Limited is an employment agency and employment business

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