Head of Key Accounts, Services - Warwick, United Kingdom - Baxi Heating

Baxi Heating

Verified Company

Warwick, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Permanent

Warwick

Why work for Baxi?

Baxi is a heritage heating and hot water solutions provider with big ambitions to change the way we think about and use energy. We're focussed on driving the conversations and spearheading the change that will enable us to make this happen. We have some of the best-known and trusted heating and hot water brands for residential and commercial customers including Baxi, Main, Megaflo, Remeha, Andrews Water Heaters, Potterton Commercial, Heatrae Sadia and Packaged Plant Solutions.

Our UK & Ireland business has led engineering breakthroughs and successfully adapted to be a leader in our industry for over 150 years.

Our established foothold in the heating manufacturing market with a well respected product portfolio, an amazing army of people puts us in a position to lead the way for change, and make a lasting mark on the industry. Do you have a passion and appetite for evolution? Come and join us

Who will you be working with?

The customer services team at Baxi are the glue that hold the Baxi business together. Encompassing our Fleet, Resource Planning, Technical and Back Office support functions they provide invaluable support to all of our existing and potential customers across our commercial and residential business. They're often the first and the last point of contact our customers will have when they choose to consider and/ or purchase a Baxi product.

On a day to day basis, our customer services team are responsible for managing customer queries; directing people to technical advisors or support services, helping customers who have purchase or product enquiries and / or may be experiencing issues with their Baxi products. They also manage all of the order processing to ensure our customers receive the right products at the right time and that they are delivered to the right place.

They're also the people who will make sure repairs or replacements are provided in a timely manner, as well as ensuring any complaints are investigated and managed in a professional and timely manner with our customers best interests at heart.

This busy and bustling team plays a critical role in making sure that our customers have everything they need to ensure they can get the most out of their Baxi products by providing exceptional customer service whilst also being true advocates and custodians of an excellent customer experience.

What will you be doing?

On a day to day basis, you'll be responsible for;

Managing the commercial output and utilisation of the provisions of the service contract

Setting and delivering our service revenue sales and profitability budget levels; reviewed on a monthly, quarterly and annual basis

Optimising and increasing an exciting plan base of in excess of 100,000 customers

Building and effectively managing relationships with your account base to identify future growth opportunities around new service revenue potential

Driving the launch of new residential and commercial service plan propositions for new products e.g. connected boilers, new SAP ratings, Air Source Heat Pumps and larger output residential boilers

Influencing contractual reviews and negotiations to set joint business plans with all 3rd party suppliers

Developing tactical and strategic plans around customer acquisition and retention to drive growth; including working closely with our marketing team to create strong consumer pull plan to help drive acquisition

Reviewing the new Baxi Corporate Services initiatives e.g. Call Centre commissioning structure, Baxi Own Contracts, Drinking Water Plans etc.

About you:

Have demonstrable experience in managing all aspects of contractual negotiations for high value service contracts, including renewals

Be able to demonstrate ownership and accountability for revenue growth and new product and proposition development

Evidence a proven track record of delivering service revenue across multiple channels and multiple market segments in your current or previous roles

Have extensive experience within a commercial and technical service environment

Be a strong and confident communicator who is able to build, manage and influence effectively at a senior level across multiple functional disciplines

Have a passion for growth and continuous improvement, always looking for ways that we can go the extra mile to commercially improve our customer experience

What we offer:

Our package is made up of basic salary plus a variable incentive. We also offer 25 days holiday in addition to standard UK Bank holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.

Diversity and inclusion:

**We're a heritage manufacturer that provides heating solutions to customers all over the UK. We know having a diverse workforce that reflects our mission and our expansive customer base is not