Senior Customer Satisfaction and Service Manager

TipTopJob; Worcester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A technical equipment manufacturer is seeking a Senior Customer Satisfaction and Service Manager based in the Midlands. This key role involves managing customer service operations across the UK and Ireland, driving growth in revenue through a strong service culture, and providing leadership in a technical environment. The ideal candidate has at least 5 years of experience in a similar role and strong interpersonal skills. Relocation support may be provided for the right candidate.

Benefits

Senior level salary

Benefits package

Performance related bonus

Relocation support

Qualifications

• At least 5 years experience in customer service for technical products/services.
• Ability to drive change while meeting targets and deadlines.
• Strong relationship-building skills with stakeholders.

Responsibilities

• Manage and develop a successful UK Service and Spare parts environment.
• Support sales activities and revenue growth.
• Promote service as a business culture and report on customer satisfaction.
• Develop processes for delivering best in class customer support.
• Manage Field Service teams and related coordination.

Skills

Leadership and management skills

Communication skills

Interpersonal skills

Education

Degree qualified

Job description

Overview

Senior Customer Satisfaction and Service Manager (Midlands)

Reporting to the UK Managing Director and based in the Midlands, this role is to manage the existing Customer and Service Team across the UK and Ireland. Working in a technical and higher value equipment manufacturing organisation, the Customer Satisfaction and Service Manager forms a critical and strategic element to their Customer Service offering.

The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service. You will need to have similar experience from a capital/complex equipment manufacturing organisation.

Focused on supplying a first-class service as well as growing revenue streams, this is a critical position and requires the ability to manage and develop a broad range of customer facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply strong technical knowledge.

Responsibilities

• The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office- and field-based personnel in the UK and Ireland.
• Supporting the sales activity and growth in revenue.
• Promoting service as a business culture; measuring and reporting on customer satisfaction.
• Work with other departments across the company to develop new products and services which enhance and support their customer satisfaction goals.
• Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
• Develop and implement clear and effective processes to ensure that best in class customer support is delivered.
• The role will also be directly responsible for the management of Field Service including Installation, Servicing and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.

Qualifications

• Ideally degree qualified and with at least 5 years experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment.
• You should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met.
• Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making.

Salary and Benefits

This position offers a senior level salary, package, benefits and strong performance related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients market success. Relocation support would be provided for the right candidate.

Application

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.

In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.