Published
June 6, 2022
Location
Biggleswade
Category
Job Type
Job Code
JB43340
Salary
£Negotiable
Contact Name
Jill Benham

Description

The role contributes to the success of our client by managing all after sales office functions to ensure smooth running of the Service department. To manage the work load and employees in relation to all aspects of After Sales ensuring implementation of best practice for the efficient running of the department. Ensuring all information is processed accurately and in a timely manner, ensuring outstanding customer service at all times whilst working within the Company’s key result areas.

Your Responsibilities:

  • Responsible for a team of 4 members.
  • Manage the aftersales workload and flow with the current team
  • To be the first point of contact for team questions / queries
  • Manage reposting to assist daily processes internally and externally
  • Liaise with all relevant department / external staff to ensure continuity of supply / service
  • Deal with escalated issues
  • Manage customer complaints
  • Book service calls from customers / consumers into service system
  • Manage flow process created from service calls
  • Manage processing of all incoming spares orders by various means by daily cut off times
  • Liaising with management team regarding issues or concerns, highlighting persistent and potential issues
  • Completing back order reports, advising customers of any changes in a timely manner
  • Authorising engineers invoices
  • Authorisation on high cost repairs or multiple calls
  • Authorising parts FOC just outside the warranty period, guided by the gesture of goodwill guidelines
  • Assist CSM with raising offer letters, stock adjustments and credits

Personal Profile:
The successful candidate will require the following:

  • Confident and professional telephone manner
  • Proven Managerial experience
  • Ability to work well within a team
  • Ability to handle challenging consumer calls and emails

JB43340

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