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Customer Service Manager Divisional Operations Manager

Page Personnel Secretarial & Business Support
Job LocationBracknell
EducationNot Mentioned
Salary£48,000 - £50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Service Manager - (Divisional Operations Manager): The Customer Operations Section Manager, reporting to the Customer Operations Department Manager, is responsible for managing the level 3 support (specialist) to all networks for technical and warranty This role is responsible for delivering an experience that differentiates us from our competitors, by having field based technical support to assist in complex cases.Client DetailsA market leading manufacturing business with a truly international footprint. Consistently in the Sunday Times Best Companies to work for. The business offer great induction, training and career development.Situated in modern offices close to public transport.DescriptionCustomer Service Manager (Divisional Operations Manager):This role will be a link within the Customer and After-sales department, the dealer network and the area field team for all three largest product groups.Whilst leading, motivating, and inspiring the team, the Section Manager will have an excellent understanding of, and a strong relationship with the Customer. With the ability to identify operational issues and implement corrective actions to further support the effectiveness of the department that leads to increased Customer and Dealer satisfaction.Main Responsibilities:

  • Lead the resource allocation for the on site visits to dealers, rota within the team to ensure there is consistent capacity to assist our dealer networks.
  • Provide the vision to evolve our dealer support to embed new ways of working for level 3 by identifying gaps and putting in place relevant countermeasures to support our service offering.
  • Take the lead on all dealer feedback on technical and warranty disputes or escalations. Working as well with internal stakeholders on both areas to ensure all tasks are completed.
  • Utilise key stakeholders in the business to resolve serious customer issues quickly and effectively with a view to minimising the impact on the business.
  • Define and implement team policies, processes and standards and ensure they are in place to deliver the service our dealers require.
  • Produce a suite of reports to measure the departments performance against set SLAs and develop and implement the necessary countermeasures.
  • Own and lead the relationship with Pan European resource for technical and warranty to ensure the service offered to our UK dealer networks is in line with SLAs.
  • Lead and support all proactive support to dealer networks as part of the Dealer Support Programme, identifying dealers who require additional assistance and help to design training for onsite visits to increase dealer performance on technical issues.
  • Liaise and coordinate across all areas of the business, fostering positive constructive relations that solve the root cause of customer issues.
  • Work closely with the XXXXX Motor Europe Technical division to highlight any trends in issues for all product areas and taking proactive action to escalate to resolve issues.
  • Take the lead on all aspects of new model launches from a technical and warranty viewpoint, including tooling, software and new processes to support the dealer networks.
  • Quickly take necessary action on any processes that fall down with the section or wider environment to ensure minimal impact on the workflow for our dealer networks.
  • Manage, lead, motivate and develop the office and field team to deliver an industry leading dealer technical and warranty support service to all product networks on complex cases.
  • Facilitate monthly 121s and Appraisals in line with thecompany process for relevant team members.
    • ProfileCustomer Service Manager (Divisional Operations Manager):In four bullet points - To secure this role you will need to demonstrate
  • Extensive people leadership skills and experience
  • Excellent operational process and procedure management and improvement
  • Change Management
  • Stakeholder Management - This includes external customers and senior internal divisonal heads and directors
    • If you have the above in bucket loads (which is essential) than you probably have the long list below:Qualifications, skills and experience required/desirable:Extensive people management experience.Ability to lead and motivate a team. Experience of managing a business section and managing all operational processes and proceduresProcess and change management experience.Excellent experience of stakeholder managementBudget management skills.Strong analytic and problem-solving skills.A clear understanding of best way to manage operational front-line resource to achieve SLAs.Excellent communication and interpersonal skills with the ability to communicate effectively in a sympathetic manner.Proven ability to think outside the box to solve customer problems.A high level of customer empathy.Ability to identify performance gaps and develop efficient and timely countermeasures.A skillful negotiator who demonstrates a fair and open-handed approach.Confident presenter with the ability to communicate effectively across all business levels.A genuine desire to understand our customers but prepared to manager conflict with policies and processes.Job Offer£48,000 - £50,000 dependant upon experience plus excellent package.

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