Senior Customer Satisfaction & Service Manager

Jonathan Lee Recruitment; Worcester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment firm is seeking a Senior Customer Satisfaction and Service Manager in the Midlands. The role involves managing a team and driving customer satisfaction in a technical equipment environment. Ideal candidates will have a degree and at least 5 years' experience in customer service management. Strong leadership and communication skills are essential. Competitive salary and relocation support are offered.

Benefits

Strong performance-related bonus structure

Relocation support available

Qualifications

• At least 5 years' experience in a customer service role within technical products.
• Strong interpersonal skills to influence stakeholders.
• Proven ability to manage teams and develop customer satisfaction.

Responsibilities

• Manage and develop the Customer and Service Team across the UK and Ireland.
• Support sales activities to grow revenue streams.
• Promote a culture of 'service as a business' and measure customer satisfaction.

Skills

Leadership skills

Communication skills

Technical knowledge

Customer service management

Education

Degree in related field

Job description

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.

The outline responsibilities of the role are as follows:

• 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 & 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.

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 are core to this position.

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.