Head of Customer Services HVAC & Building Services

Mercury Hampton Ltd
Warrington, UK
26 Sep 2019
24 Oct 2019
Contract Type
Full Time

Head of Customer Services- HVAC & Building Services

·£60,0000 to £65000 Basic

·Car Allowance

·Home Office, Mobile, Laptop, Healthcare, Pension

·HVAC / Building Services / Manufacturer

·Controls, Pumps, Energy Efficiency

·UK - Manchester

We are looking for an outstanding Customer Services Leader, somebody who can mange multiple service delivery functions. Having a passion for customer service is key, this is a transformation role you will implement a modern customer focussed culture acrossthe company. You will analyse what the business currently has and then change and improve. By collecting and conducting detailed analysis and incorporating customer feedback you will improve and maintain customer satisfaction. As well as ensuring all activities undertaken by the company are customer centric you will take full responsibility for the UK field service team and the sales and service support team. As part of the management team you will take full responsibility for driving customers satisfaction and influence a customer focussed approach across all areas of the business.

The company

Our client is a successful, profitable, privately owned manufacturing company that designs and manufactures high performance products and systems for customers worldwide. They are internationally acclaimed in the HVAC engineering field for designing and manufacturing highly complex products and systems relating to pumps, controls, cooling, heating, valves, fire protection and energy efficiency.

As for the atmosphere, this is a medium-sized (circa 200M globally) technology-driven company that's inquisitive, agile, ambitious and focused on delivering world-beating technology. The lead in all this comes directly from the management team, of which you'll be a key member. Powerful R&D and custom manufacturing capabilities have propelled the company to the forefront of its technical field, with excellent service delivering a winning market share.

The business already has operations in numerous continents and customers worldwide. As a member of the Senior Leadership team, you will steer its further growth...

The role

·Manage and develop in bound customer escalation system

·Ensuring all issues owned and resolved

·Root cause analysis on customer dissatisfaction

·Implementing recommendations for long term prevention

·Design workflows to drive customer satisfaction

Influence and develop working relationships with all internal departments: sales, customer service, engineering, operations, finance and after sales

·Visit key customers to assess customer experience, in order to develop internal process improvements

·Reporting systems to senior leadership team

·Leading and upskilling and improving your teams

·Fostering a culture of continuous improvement,

·Develop and implement a customer satisfaction survey tool


·Business degree (or equivalent working knowledge);

·Experience of managing customer service and or field service teams

·You will have experience of pulling together service excellence in different teams

·Outstanding inspirational leadership skills and experience probably in an industrial, manufacturing and engineering environment

·Proficient in change management, you will give clear direction utilising your outstanding communication skills

·Intelligent and methodical you will be able to break down complex problems and drill down into the root causes

·A clear aptitude for remote management and operating within matric functions;

·Willingness to travel.

Please click on the apply button or contact Jonathan Sallis at Mercury Hampton directly. We aim to respond to all successful applicants within two working days.

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