We are looking for a multi-skilled, effective communicator to look after our team of advisors and ensure our clients receive the highest levels of customer service when they have any issues post delivery/installation of our award winning doors and windows.
The successful candidate will show high levels of organisation, people skills and a proven record of results in managing a department and the continuous improvement of systems and processes.
Reporting in to our Technical Director you will be case managing anything and everything post installation. Our team are passionate about delivering the highest levels of service with empathy and resilience.
The Role
* Lead a small team of aftercare and customer excellence representatives
* Schedule planned warranty and aftercare works
* Process and case manage new warranty and aftercare requests
* Process and case manage escalations
* Work with the relevant Service managers to utilize the engineers as productively as possible
* Be a champion of Continuous Improvement, personally and professionally
* Continuously achieve or exceed the department's and Team Members' KPI's
* Demonstrate and uphold, at all times, Kloeber's customer first policy
* Support the management and senior management team with the delivery of compliance monitoring
* Be passionate about the brand and image of the business
* Keep accurate records of client and customer engagement using our in house software
What will you bring?
* Experience within an aftercare and warranty environment
* Previous team leader or supervisory experience
* Experience of setting and monitoring KPI's
* Excellent customer service ethos, attention to detail and organisation skills
* Excellent communication skills, both written and verbal
* Ability to build effective professional relationships, both internally and externally
* Champion in management leadership, coaching, negotiation and influencing skills
* Strong IT skills, including Microsoft packages
* A strong sense of urgency, the ability to follow-through and have attention to detail
* Ability to multi-task and work well in a high-pressured environment
* A good understanding of the consumer rights act
* Knowledge of windows and doors would be an advantage but not essential
Benefits
* Opportunity to grow and develop within the business to make a career at Kloeber
* A competitive salary, with opportunity for overtime work
* A contributory pension scheme
* Private health insurance scheme
* 28 days holiday per year including bank holidays (plus 2 additional days on Christmas Eve & New Year's Eve)
* Additional Leave Purchase Scheme (available to purchase up to a further 5 days)
* Regular company & social events
Come and join a friendly, values driven business that put's it people first
Job Types: Full-time, Permanent
Pay: Up to £37,500.00 per year
Benefits:
* Additional leave
* Company pension
* On-site parking
* Sick pay
Ability to commute/relocate:
* Huntingdon PE29 6EA: reliably commute or plan to relocate before starting work (required)
Experience:
* customer care: 2 years (required)
* supervisory: 2 years (required)
Work Location: In person