Customer Service Manager- UK & Ireland
We are pleased to announce that we have a vacancy for our Customer Services Manager for UK & Ireland. This role is responsible for ensuring the optimal organisation, efficiency and development of the Customer Service team and activities to achieve service objectives. This is a real opportunity to contribute to the development of customer satisfaction and loyalty and to provide the customer with a level of service and trust associated with the Company. The successful candidate will contribute to a profitable customer service as well as the development of sales in partnership with the sales and marketing teams. This is a great opportunity to define the vision and strategy of UK & Ireland customer service aligned with the corporate vision and prepare customer service evolutions.
The main tasks involve:Lead, manage, motivate and develop people in order to perform the Customer service activities. This includes managing the managers of the helpdesk, field, workshop, engineering, engineering administration and IT specialists. This role manages 8 direct reports.Develop our collaborators (expertise / management / spirit) and structure the department to build a UK & Ireland team spirit and a strong collaboration within a Northern European Cluster organisation. Ensure good collaboration and interaction with other departments such as Sales, Marketing, Finance, Supply, Human Resources and Quality Assurance. Guarantee the commercial policy of Service. Adapt this trade policy to be in line with the market and take into account the new systems. Strongly contribute to the evolution of the Sales.Define and evolve Customer Service rules and processes (business / field / helpdesk / workshop), in order to guarantee the quality of service to customers and the efficiency of the organization (lean and standardised).Define our subcontracting needs, negotiate, prepare contracts with the legal department.Responsible for data security for the UK subsidiary and meeting relevant guidelines and policies to allow connection to the NHS digital network.
The successful candidate must have a proven track record of managing a successful customer services department along with a commercial and team player mind-set. This role is based in the Basingstoke office but some travel may be required.
Visionary, communicative, didactic, flexible, reactive, organised, structured, team player, takes initiative and autonomous are all traits of the ideal candidate.