Job Advert
Vacancy for a Customer Support Manager based at our Just One Call (JOC) office to work in our friendly, hardworking and established team. Our employees are key to our business and our values reflect this on a daily basis which enables us move our already successful, well-established business forward. We offer:
* Attractive competitive salary
* Up to 33 days holiday including Bank Holidays (with service)
* Employee Rewards with the ability to gain 'quirky perks' eg late starts, early finish, long lunch, coffee and /or lunch on us.
* Employee Assistance Programme – includes fitness classes, podcasts, advice toolkits and confidential counselling service.
* Retail Discount Scheme across many major high street stores, hospitality venues, holidays and days out etc.
* Cycle to Work Scheme
* Career opportunities are available throughout the business – across our 27 branches within the UK and Ireland.
* Training and Development investment for employees to enjoy including on the job training, apprenticeships, and self-development courses
* Auto Enrolment Pension Scheme
* Life Assurance
Supporting both the National Accounts Team and the Operations Manager at JOC the successful candidate will have GCSE (or equivalent) qualifications in both maths and English. Ideally with working experience within the air conditioning or refrigeration industry, you will be able to demonstrate proven experience of working within a customer focussed environment providing a professional, first class customer first approach at all times. Being confident and enjoying working with numbers and databases you will need to ensure all systems are up to date with the latest price and stock availability as well as being able to accurately present and interpret management information very often within strict deadlines.
The main duties of the role include:
* As a customer facing representative you will be required to demonstrate a professional image, and to have up to date knowledge of the prices, products and services FSW Ltd can offer its customers.
* To provide professional administration support for the FSW Retail Support Operational Teams provided by NRWfm and Just One Call being a key escalation point for all Account Administrators in the need arise.
* Working closely with the national sales team you will be required to on board new customers to the company and to quickly develop an excellent working relationship with the customer and be their first point of contact.
* Build excellent relationships both across the FSW Ltd network, our suppliers, and our retail and/or national account customers.
* Collation and production of management reports including key performance indicators with the knowledge and ability to analyse and present the facts behind the figures, often working to strict deadlines.
* Responsible for ensuring the customer price files are updated regularly to ensure the quotes and /or information provided to customers via email and electronic files eg CFM POI database is accurate.
* To develop and maintain working documents detailing the process of key components of the role.
* Manage the administration of the stock held at the branch, including the management of returns and credits, invoicing queries, and ensuring the agreed pricing with the suppliers is maintained.
* To keep up to date with industry news and knowledge and be able to demonstrate your awareness to both internal and external customers.
* As some travel may be required, a full UK driving licence is desirable.
* To provide support to the JOC Operations Manager on a daily basis including all aspects of people management and health and safety adherence.
The successful candidate will be required to participate in the Company Out of Hours Standby Service on a rostered basis, which includes cover over Bank and Statutory Days Holiday.
FSW Ltd is one of the UK's leading refrigeration and air conditioning wholesalers. Having celebrated our 60-year anniversary this year, we have 27 sites throughout the UK and Ireland and are continuing to grow.
We are an equal opportunities employer.