An award winning supplier of luxury brands is actively seeking a permanent Customer Service Manager to join their busy technical team.

This is a really exciting opportunity to lead and transform a Technical Team through the provision of high quality and technically competent advice to our customers, via the multi-channel utilisation of webchat, video calling and telephone. Supporting customers through their warranty, quality and spares requirements to ensure first time resolution and customer satisfaction.

Key areas of responsibility - Customer Focus
-Technical Advice to Customers to support successful fault finding and resolution
-Ensuring product warranties are effectively managed and controlled
-Management of revenue stream in spares where required
-Sale of new products to customers where it makes commercial sense to do so
-Help drive improvements to the customer experience ensuring the customer is at the heart of everything you do
-Identifying opportunities, implementing solutions to continually improve the customer experience
-Managing relationships with internal stakeholders to help improve the overall customer experience
-Manages the call and written Quality programs within the team, achieving the KPI's and sharing best practice where appropriate
-Build effective long-term relationships with our customers by demonstrating expertise and commitment
-To analyse trends, provide detailed reports to support improved products and guides to customers

Expertise
-Technical knowledge of bathroom installation, plumbing and associated products
-Managing a team of up to 15
-Sees development of team (in alignment with business objectives) as high priority
-Ability to handle complex / confrontational situations
-Ability to work with insurers and loss adjusters
-Coaching, 121's and Team Meetings to promote best practice
-Identifies and acts on opportunities to improve, tools, skills, systems and processes
-Show willingness to question historic process and procedures
-Understands HR policies and processes

Your working hours will be Monday to Friday, 8.30am - 5.30pm with 21 days holiday plus Christmas shutdown period. The is also free parking available.

If you have all of the proven requirements for this role please apply on line today.