Tool Service Customer Care Manager

Hilti (Canada) Corporation; Glasgow; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Tool Service Customer Care Manager in Glasgow. This role offers a unique opportunity to lead a team focused on delivering exceptional customer experiences while managing complex projects. You will play a pivotal role in enhancing customer satisfaction and operational efficiency, driving the Premium Tool Pool business, and fostering strong partnerships. With a strong emphasis on career development and a supportive work environment, this position is ideal for someone eager to grow and make a significant impact within a collaborative team.

Benefits

Genuine career development

6% employer pension contributions

Private Health Insurance

33 days' holiday

Paid leave for charitable projects

Flexible working options

Employee resource groups

Qualifications

• Proven experience in project management and planning.
• Experience in leadership, recruiting, and coaching team members.

Responsibilities

• Lead a team to deliver exceptional customer service.
• Drive continuous improvement in customer experience and operational efficiency.

Skills

Project Management

Leadership

Customer Service Improvement

Team Development

Collaboration

Education

Bachelor’s degree

Master’s degree

Job description

What's the role?

Are you passionate about delivering exceptional customer experiences and eager to challenge yourself in a dynamic environment? If you're driven to grow, learn, and take on new challenges, this opportunity could be the perfect next step for you.

We're seeking a dynamic and motivated Tool Service Customer Care Manager to join us at Hilti. Based in Glasgow, reporting directly to the Service Area Head. This role is responsible for the driving customer experience thru proactive customer contacts on customers repairs and loan tools. You will be driving Premium Tool Pool business across the organization. You will be a key player in the building of stronger partnerships with our customers as you support our team with one of the most important loyalty drivers impacting on the customer experience!

What does the role involve?

As the Tool Service Customer Care Manager at Hilti you will lead a team to deliver exceptional customer service and manage complex projects. Your responsibilities include recruiting, motivating, and developing staff to meet business objectives, while coaching them on systems and service skills. Additionally, you will drive continuous improvement in customer experience, support account development plans, and ensure projects are delivered on time and within budget. This role demands a proactive approach to enhancing customer satisfaction and operational efficiency.

What you need is:

• A Bachelor’s or Master’s degree in a relevant field
• Proven experience in project management and planning.
• Experience in leadership, recruiting, coaching and developing team members to achieve their full potential.
• A customer-focused mindset with experience in improving customer service and experience
• A collaborative approach to working with cross-functional teams and stakeholders.
• Strong learning and development orientation

Who should apply?

We have an excellent mix of people and some of our best account managers joined us with no experience. So, if you’ve never worked in sales or construction, that’s fine with us. Success at Hilti is down to teamwork and ability, no matter what your background.

What do we offer?

We really value our people and we've worked hard to develop a reward package that reflects this. Some of our benefits include:

• Genuine career development (more than 80% of all leadership roles are filled internally)
• 6% employer pension contributions
• Private Health Insurance and Employee Assistance Program
• 33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
• Paid leave to work on charitable projects
• Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
• Different ways to work flexibly, including working from home and compressed hours
• Employee resource groups focused on gender, mental health, race, disability, LGBTQ+ and sustainability topics