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After Sales Manager

Job LocationSutton-in-Ashfield
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

After Sales Manager Sutton In AshfieldOur client is one of the UKs leading consumer brands in luxury, high-end textiles and furnishings across the UK and internationally.They are also part of an International Group, consisting of other major furnishing brands, therefore providing strong financial stability and wide market recognition.The Company has successfully continued to grow and expand, even during the last 18 months, and their future business demand and order book remains exceptionally strong.They employ a very substantial number of staff within their clean and modern facility, which includes production, design, marketing, finance and customer service teams.Due to their continued growth, promotion and expansion, the company requires an experienced After Sales Manager on a full-time and permanent basis, to take full control of the after-sales care, for their loyal and expanding customer base.Summary:Reporting to the Head of Customer Experience, your role will motivate and lead the after-sales team to deliver outstanding customer service. You will communicate effectively at all levels and manage the performance of the team against agreed KPIs and objectives.Key Responsibilities:

  • Take ownership of any after-sales customer service requests and follow through to resolution.
  • Act as the main point of contact for external customers regarding service levels.
  • Working with the management team, agree and adhere to an SLA in terms of response times and resolution of customer service requirements.
  • Lead the team and be the primary point of contact for all after-sales requests, for all products manufactured within the facility.
  • Ensure appropriate reports and communications are supplied to retailers and consumers for updates on resolution of requests.
  • Monitor communications to customers and consumers for accuracy and appropriateness, ensuring they meet all brand communication guidelines.
  • Manage customer service standards across all forms of communication including email, telephone, and social media.
  • Ensure that appropriate records are maintained for all service levels.
  • Liaise with the Operations and Development teams to review any recurring situations and ensure that appropriate measures are put in place to resolve these matters.
  • Address internal and external training, to minimise ensure high-quality standards.
  • Attend quality meetings to represent the Customer Operations team: communicating trends and working with the Operational and development teams on long-term solutions.
  • Manage & develop the service providers; their training, performance and development, ensuring they are working to agreed SLA.
  • Approve and facilitate the resolution on service matters.
  • Ensure that the team complies with all aspects of Health and Safety policies.
  • Manage a team of 5 direct and 3 indirect staff to meet business priorities.
    • Hold regular team meetings and feedback sessions.
    • Set and monitor department and individual objectives including agreed SLAs.
    • Lead recruitment activity for the team.
    • Ensure effective training in the role and ensure up-to-date product knowledge, specifications and technical specs.
    • Hold 1:1 appraisal review meetings, monitor attendance and manage any performance requirements.
Key Skills:
  • Previous after-sales experience in a customer-focused industry would be advantageous.
  • A senior customer service advisor, team leader or manager from a fast-paced environment will be beneficial
  • Experienced in leading, motivating and focusing the team to meet objectives.
  • Remote customer service skills and helping to deal with customer queries or issues by email and over the telephone (call centre experience would also be beneficial).
  • Excellent communication skills, both written and oral.
  • Strong organisational and time management skills
  • Computer literate with strong skills in Outlook, Excel and Word.
  • Strong leader and team player.
The role requires a resourceful and customer-focused professional who will lead, take ownership, communicate effectively with all levels of staff, and adopt a hands-on approach in order to deliver a first-class service within an exciting, busy organisation.In return, the company provides recognition and long-term growth potential within a successful international organisation.The company offers a attractive salary and company benefits include:
  • Pension scheme - company will match up to 4%.
  • 4 x Life Insurance cover
  • Permanent Health Insurance (Income Protection) Scheme.
The role is working Monday to Friday, Office hours.To apply for this exciting role, please send your CV urgently.This vacancy is being advertised by New Resource Group; the services of New Resource Group are that of an employment agency.

Keyskills :
Call CentreCustomer CareCustomer ServiceCustomer Service ManagementAftersales

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