Customer Support Manager

Job Location: United Kingdom, West Midlands

Job Type: Contract

Posted 4 days ago

Team Manager of Customer Support/Repair Technicians - West Midlands - On Site

Are you ready to elevate your career in a role that offers both professional growth and the chance to make a significant impact? An esteemed engineering company, with over 60 years of industry excellence and recent prestigious accreditations, is seeking a dedicated Team Manager of Customer Support/Repair Technicians. This is your chance to join a forward-thinking organisation that values innovation, efficiency, and customer satisfaction.

Why This Role Stands Out:

1. Professional Development: Lead a team where your guidance will be pivotal in their personal and professional growth.
2. Impactful Work: Implement and refine processes that directly contribute to improved efficiencies and customer satisfaction.
3. Collaborative Environment: Engage with both internal teams and external partners, including managing third-party contractors and export partners in the USA.
4. Leadership Opportunity: Shape the future of customer support and repair processes, ensuring high standards and continuous improvement.

Key Responsibilities:

1. Provide ongoing personal development to the team.
2. Review and implement processes within the Customer Support and Returns and Repairs environment to enhance efficiencies and meet SLAs.
3. Produce and circulate monthly management information to larger customers and internal management.
4. Participate in regular customer service review meetings.
5. Manage third-party on-site contractors and after-sales support for export partners.

Objectives:

1. Define a structured support process for efficiency and consistency in handling customer queries.
2. Establish reporting methods and KPIs.
3. Mentor the team to foster service, process, and efficiency improvements.
4. Implement the right tools for smooth operation and continuous improvement.
5. Develop a knowledge base and encourage team involvement.
6. Define the R&R process for main products.

Skills and Experience Required:

1. Proven record of change management.
2. Ability to engage with staff and shift focus towards customer satisfaction.
3. Previous experience in Customer Support management.
4. Strong attention to detail.
5. Medium to high level of Excel proficiency.
6. Basic understanding of Network Infrastructure and configuration.
7. Familiarity with Power BI.
8. Outstanding written and verbal communication skills.
9. Good understanding of Microsoft systems.
10. Excellent leadership and interpersonal skills.

This is a remarkable role for a driven individual looking to make a tangible difference in a reputable company. If you possess the required skills and experience, this could be the perfect next step in your career.