Technical customer service manager - united kingdom, wakefield, west yorkshire

technical customer service manager

this is a fantastic opportunity to further your career at one of the london stock exchange top 1000 companies to inspire britain.

part of a £35m turnover group, we are yorkshire’s leading manufacturer of high-quality home improvement products spanning contemporary extensions, conservatories, orangeries, replacement roofs, windows and doors in both upvc and aluminium. we have a fantastic opportunity for a technical customer service manager to be able to offer technical advice and support to our dealer network. you will be responsible for resolving any issues which customers may have with our products.

you must be able to provide excellent customer service, be an ambassador of our company, with a positive outlook and a strong focus on doing the right thing for the customer, creating win-wins, and displaying energy and tenacity.

a full driving license would be an advantage as you may be required to travel to customer sites across the uk.

this a fast-paced evolving environment, so be prepared to adapt well to change.

role responsibilities

to provide technical advice to our dealer network.
to analyse what is required in relation to the customer complaint.
to determine if a service call is required.
to be responsible for the ordering of the required parts.
to schedule and book the work with the service engineer and end user.
to manage a small team of service engineers.
to provide strong leadership and direction to ensure the implementation of effective customer service to our existing network of dealers and any new dealers who may join our network.
to develop and implement customer service standards ensuring the team are adhering to the agreed standards.
to challenge existing processes and procedures on an on-going basis implementing processes that improve customer service, reduce duplication, streamline systems, enhance customer experience, and reduce customer queries.
to be responsible for the planning and prioritising of tasks, directing and delegating work to the service engineering team and ensuring completion of delegated tasks.
to implement improvements as identified by the customer journey scorecard
to ensure the measurement of customer satisfaction meets agreed kpis and that customer complaints are responded to in accordance with the kpi’s.
to develop excellent working relationships with external and internal stakeholders including customers, supplier, dealers, and other departments.

person attributes

excellent technical knowledge of the products we manufacture and the installation of our products.
a systematic individual with excellent organisational skills.
excellent business acumen.
previous experience of working as a service engineer in the window industry would be an advantage.
excellent attention to detail.
previous experience of managing a team providing strong leadership and direction.
team orientated with the ability to motivate and lead by example with a hands on, result driven and “can do” approach.
excellent it skills with a working knowledge of window designer and co2 with excellent product knowledge and the ability to keep up to date with developments within the industry.
excellent planning and organisational skills with the ability to demonstrate effective time management and prioritise tasks.
the ability to prioritise with a willingness to undertake further training with the capability to implement learning into your daily work.

in return we offer a competitive salary with supporting benefits package including pension, health cash plan, and free parking. as well as a good positive work environment, career progression and full training,

please apply with your cv and covering letter, detailing your salary expectations and why you are a suitable candidate.

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