Job Description
Aftersales Support Manager
Crawley, West Sussex
£35,000.00 per annum (DOE)
Full-time, permanent
Aftersales Support Manager
Customer Service Leadership | SLA-Driven Environment | UK
We are seeking to recruit a motivated and experienced Aftersales Support Manager who has worked within an SLA environment and has proven coaching and management skills. This is a pivotal leadership role within customer services for a dynamic business, where your expertise will be central to driving exceptional customer service and operational efficiency across its support operations.
The Role: Driving Service Excellence
This is a hands-on management position where you will lead, support, and motivate a small and dedicated Aftersales Support Team. Your core focus will be to champion a solution-driven, customer-focused culture while ensuring strict adherence to Service Level Agreements.
Key Responsibilities
* Serve as the Line Manager, providing leadership, coaching, and people management to the Aftersales Support Team.
* Act as the key point of escalation, managing complex issues with a calm, solution-focused approach.
* Drive continuous improvement initiatives to enhance service quality and operational efficiency.
* Track and manage the team against Key Performance Indicators (KPIs), contributing to service performance reports.
* Ensure seamless, end-to-end service delivery for both reactive support and planned preventative maintenance.
The Ideal Candidate (Essential Experience)
The successful Aftersales Manager will be a confident and proven leader in a fast-paced support environment.
* Experience: Proven experience (5+ years preferred) managing Customer Support or aftersales teams within an SLA-driven environment is essential.
* Skills: Strong leadership, excellent communication, superior customer relationship management, and solid analytical skills.
* Logistics: Flexibility and availability to provide out-of-hours and weekend support as part of a 1-in-4 weekend rota.
Salary & Package
* Salary: From £35,000.00 per annum (Dependent on experience)
* Hours: 08:30am - 17:00pm, Monday to Friday + 1-in-4 weekend support.
* Out of hours and weekend support as part of a 1-in-4 weekend rota for which you will be paid in addition to your annual salary.
* Benefits: Company Pension, Health & Wellbeing Programme, Free Parking, Employee Discount, and Company Events.
Team Leader, deputy manager, deputising manager, supervisor, assistant manager, line manager
Requirements
Customer Service, Aftersales Support Manager, Customer Services, Customer Support, Team Leader, deputy manager, deputising manager, supervisor, assistant manager, line manager