Job Description
Customer Support Services Manager - Commercial
Weybridge (Hybrid working with UK travel)
Competitive Salary + Bonus + Car/Car allowance + Benefits
Are you an enthusiastic and energetic Customer Support Manager looking for your next challenge?
Are you looking for a role that you can make your own while working with a supportive and visionary team, that can help you to make a real impact?
Then read on……..
What’s In It For You?
Daikin UK care about what they do and who helps them to do it, so they put great emphasis on rewarding their employees every step of the way.
This includes:
- Highly competitive annual bonus
- Comprehensive Private Medical Insurance, Health Cash Back Plan, dental insurance and gym discounts
- Excellent Employer Contributions to Pension
- Discounted dining card, shopping discounts and social events
- Investment in your training and development to encourage and support your career progression within the company.
What Will You Be Doing?
Lead the Customer Support team and customer support strategy in line with company directives. Provide leadership to Customer Support Leads in regard to operational activity and escalation. Identify improvements and provide counter proposals to ensure high levels of departmental performance and quality which delivers excellent employee/customer experience.
You will:
- Monitoring and managing customer service levels across all Customer Support Hubs to ensure strong levels of satisfaction both internally and externally.
- Devising innovative approaches to Customer Support activity to ensure excellent service levels to all customers.
- Ensure Customer Support teams are trained to deliver high levels of technical support.
- Ensure resource levels and processes are in place to handle work volumes and complexity as well.
- Working with Pre-sales Technical Manager and Sales Order support Manager to improve processes and operations in order to deliver excellent customer service.
- Develop performance reports and KPI measures to monitor and communicate the departmental performance as well as improvement plans to key stakeholders
- Maintaining high awareness of market trends and competitor activity, adjusting strategy and operations as required
- Ensuring compliance with all relevant legislative and audit requirements both internally and externally
The Ideal Candidate:
You will have the ability to develop and maintain good relationships internally and externally at all levels with excellent presentation skills and a confident, engaging approach. A strong influencer; you will be able to identify and deliver positive change, while being highly organised & able to prioritise.
You will thrive, working under pressure while demonstrating customer centric behaviours and a passion for customer service, along with strong interpersonal skills and the ability to network and negotiate. You will develop ideas for business growth and process improvement and have strong commercial acumen.
Desirable - Knowledge in the Daikin and/or HVAC product range as well as the broader industry and market
Essential - Demonstrable experience of leading and managing a team
Who are we?
Daikin UK Ltd provides innovative, premium quality, indoor climate management solutions to meet the changing needs of our residential, commercial, and industrial customers. Over 90 years of precision and innovation has helped Daikin UK build a worldwide reputation for quality and technology.
Job Type: Full-time
Benefits:
- Company pension
- Employee discount
- On-site parking
- Referral programme
- Work from home
Schedule:
Supplemental pay types:
Work Location: In person