Menu

Customer Service Manager- 406/JS/KP/17

Job Title Customer Service Manager
Job Ref 406/JS/KP/17
Location Nanpean
Closing Date 26/10/2017

Outline

Provide the leadership within the (field or shop)  service operations that delivers an outstanding customer experience whilst maintaining service profitability.

Main Duties

· Strategy: 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)

· Customer Understanding:  To continuously maintain strong communication with our customers including face to face contact and regularly following up after providing service.

· Accountability:

· 100% accountable for safety of service teams within the operations.

· 100% accountable for ensuring that the highest level of customer service is delivered when dealing with customer requests.

· 100% accountable for the service operations gross margin and service EBIT £

· 100% accountable for adherence to processes, procedures and policies associated with delivering service.

· 100% accountable for overseeing the branch facility to ensure a safe environment for employees and visitors

· 100% accountable for maintaining the desired of contamination control.

· Responsibility:

· Proactively resolving customers’ issues and disputes

· Proactively uses customer feedback direct, surveys and through focus groups to improve overall customer satisfaction.

· Takes the lead to identify actions to improve customer loyalty and business performance.

· Develops and improves service methodology procedures and method statements on existing and new products we serve.

· Creates an organization and culture that promotes high collaboration, customer focus and ‘can do’ attitude throughout the end to end service delivery process.

· 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.

· Measurement & Analysis: Continually reviews information including VOC, VOB and business metrics and reports maintain a high level of service is being delivered. Key influencer in the development of service people.

· Coaching: Provides guidance and coaching to regional delivery teams on a regular basis to deliver higher levels of customer’s loyalty whilst maintaining service profitability.

Skills

Essential

· 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 including recruitment, performance and engagement

· 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. Member of Local Action Team

· Experience in working with Electrical Power industries utilising generators and associated equipment both gas and diesel 

· Excellent communicator and skilled influencer

· Customer Driven

· Highly Collaborative

· Builds Engagement

· Promotes Accountability

· Delivers Break Through Performance

Desirable

· Experience / Knowledge: Good knowledge of existing applications and systems. Good knowledge / experience of the day to day functions of the field and or workshop service operation

· Performance Coaching: A skilled and experienced coach that gets the best from the team to achieve results. Ideally, accredited.

· Customer Driven:  a strong sense of care for our customers ensuring they receive the best experience Excellent knowledge of existing application, systems processes , procedures and policies

o    DBSi Work order system

o    FSAT

· Performance Coaching: A skilled and experienced coach that gets the best from the team to achieve results. Ideally, accredited.

· Customer Driven:  a strong sense of care for our customers ensuring they receive the best experience from Finning.

· Culture : Lives  and promotes the Finning Values

To Apply

Please quote  1) Job Reference and 2) Job title, along with 3) Your CV. 

Submit Your CV for this position