Head of Customer Care - Dungannon, United Kingdom - LWS Recruitment Services Ltd

LWS Recruitment Services Ltd

Verified Company

Dungannon, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

VAC:
500

Customer Service Lead - Recycling Machinery

Based:
Dungannon

Salary £32,000 - £40,000 basic (Neg) company pension,29 days holiday (inclusive of bank/public holidays)

Company:

LWS Services have been retained by a leading manufacturer and supplier of recycling machinery.

Due to expansion, there is now an exciting opportunity for an experienced Field Service Engineer to join their rapidly expending engineering team.

The Role:

As Customer Care Lead, you will be responsible for providing exceptional service to customers, resolving inquiries, and ensuring customer satisfaction from your team of engineers.

This is an exciting opportunity to work in a fast-paced environment and make a positive impact on the company's customers' experience.

Direct reports:_

Field Service Engineers for their area.

Customer Care Support.

Responsibilities:

Manage and prioritise customer requests to ensure timely resolution.
Supervise and coordinate customer care activities to maintain high levels of customer satisfaction.
Demonstrate leadership skills by providing guidance and support to the field service Engineering team.
Analyse customer feedback and data to identify areas for improvement.
Customer communications for tickets raised and planned maintenance.
Allocate appropriate resources to the job.
Communicate to Engineers and Customers proposed resolution.
Communicate issues to customers and requote as required.
Oversee invoicing process to ensure accurate and timely invoicing for all jobs.
Follow warranty tracking process daily.
Schedule planned maintenance with customers.
Sign off hours and Expenses for Engineers.
Coordinate on call rota.
Ensure PO's are allocated to jobs.
Define SLA's for customers.

Knowledge & Experience Required:

Minimum of 1 year managing a team to deliver KPI's in a customer care / service environment.
An experienced Leader with the ability to coach, mentor and develop your team to deliver results.
Able to engage positively with external customers, 3rd party suppliers and the wider internal team.
Ability to manage multiple tasks simultaneously while maintaining attention to detail

Strong supervising skills to lead a team effectively.