Vacancy: Customer Support Manager

Job Title: Customer Support Manager
Reporting To: Head of Aftersales
Direct Reports: Customer Service Team

Main Purpose of the Role

The day-to-day supervision of the Customer Support team to ensure that revenue and margin targets are met along with managing and exceeding customer expectations, promoting verbal communication as the standard and preferred communication method

To offer clear leadership to the Customer Support team and to continually develop the sales and service experience of our customers to the point that it is clearly perceived as being the market leading offering by the customer base/competitors/colleagues

Take responsibility as the first point of contact for any customer complaints/queries, investigate and work with the divisional leaders to resolve in a prompt manner and following the company’s complaints procedure.  If required escalate as appropriate

Lead by example – demonstrate high standard of customer service, this role requires you to sit day to day with the team, coaching and mentoring, encouraging proactive phone work to maximise every inbound and outbound call

Nature and Scope of the Role (including impact of decision making):

• Day-to-day responsibility for all reports across Crick and Wakefield Service offices – management of their development and performance.
• The role requires daily collaboration with the sales team, demo and install team, service, finance and parts team across all levels within the business.
• This role may require your attendance at key customer review meetings.
• This role will require the ability to deal across functions, from shop floor personnel through to senior managers.
• Decisions made in this role will have a significant impact on Hako’s professional standing.
• Operates within agreed business / strategic objectives.

Key Responsibilities:

• Offer ‘leading by example’ leadership to the Customer Support team, ensuring they are operating to the highest professional and ethical standards at all times, focusing on the development of customer centricity to ensure customer satisfaction.
• Working with the team ensure and promote that the first line of communication is phone as opposed to written correspondence.
• In conjunction with other business managers work across functions with other members of that team to ensure HML maximises revenue and margin opportunities.
• Ensure service contract paperwork is consistently updated to meet customer demands and all service visits / breakdown calls outs are attended in line with contracts. All service visits must be pre-called to ensure attendance is required in line with equipment hours, not service intervals (min 1 per year) – contract type dependent.
• Ensure equipment contracts are monitored – considering customer experience / value for money, efficiency and business revenue. Highlight as necessary to Service Manager to review and confirm back.
• Ensure renewals contracts are actively managed, maximizing retention and upselling to non-contract Customers.
• Ensure that the machine sales process and customer contact is delivered in line with business and customer needs clearly, concisely and with accuracy.
• Ensure customer contract strategy is adhered to and that CRM is maintained and continuously strive to make improvements.
• Work with stock / procurement to ensure stock levels are meeting business / customer expectations and actively seek alternative supply methods when usual avenues are not – represent the CS team at the bi-weekly forecast meetings.
• Undertake any necessary actions to facilitate the smooth day-to-day running of the Customer Support team such as timely reporting, performance management and discipline as required.
• Ensure that on-going development of team members through coaching, constructive feedback, and identifying ongoing development/training needs. 1:1’s to be undertaken in line with company requirements – maintain the training matrix / development plans.
• Working with the team take an active approach to parts sales to ensure relevant revenue targets are met / exceeded. Utilize incentive bonus as required to ensure momentum.
• Integrate with all members of the Senior Management and Leadership teams in day to day role to promote the highest standards of work ethic and continuous improvement.

Personal Profile:

Job Types: Full-time, Permanent

Pay: To be discussed at interview

Additional pay:

• Bonus scheme

Benefits:

• Additional leave
• Company events
• Company pension
• Free flu jabs
• Health & wellbeing programme
• Sick pay

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• Sales: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Work Location: Northampton

Interested candidates should apply in writing to hr@hako.co.uk

Hako Machines Ltd, Eldon Close, Crick, Northants, NN6 7UD

Tel: 01788 825600

Agencies need not apply. Hako Machines Ltd is an equal opportunities employer.

The above job description is not an exhaustive list of duties. The Company reserves the right to adapt, change and add to these duties, tasks and responsibilities in line with business needs.