Customer Support Manager

Role: Customer Support Manager (Permanent role)
Industry: Aerospace
Location: Southern Berkshire, UK
Salary: From c. £28,000+ depending on experience

My client manages component repair services as well as component warranties for their clients, ensuring costs to clients are closely controlled.

As a Customer Support Manager, the successful candidate will manage the repair order process on behalf of the customer and act as an interface between the customer and the company’s internal departments.

Main Responsibilities:

• Work closely with the Engineering department to ensure service delivery to the customer.
• To ensure timely response to customer requirements to SLAs.
• Receipt orders, status reporting, quote processing and query management as agreed with the customer.
• Continuous process review to improve processes and promote efficiency.
• Ensure that Customer Support service level expectations are met or exceeded.

• Identify areas of poor performance or opportunities for improvement and come up with solutions.
• Set and continually reinforce clear goals to your customer service team members.
• Provide timely and specific feedback on team member performance
• Respond to all escalated day to day issues.

Ideal Candidate Profile:

• Proven customer account management experience (there are no internal direct reports to manage).

• Customer service experience essential.
• Experience in process analysis/Continuous Improvement/lean management desirable.

• Ability to respond to change quickly and effectively.
• Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships

• Good communicator and strong interpersonal skills.
• Strong initiative and ability to provide creative solutions to problems, motivating others and ensuring KPIs are met or exceeded.
• Strong time management and organisational skills and ability to co-ordinate workload under pressure.

• Competency in MS Excel.

Additional Information:

• Candidates must already hold the right to live and work in the UK prior to application. No sponsorships are available, either now or in the future.
• Initially 100% office based. After probation, there may an opportunity to WFH for 2 days per week.
• Mon-Fri. 37 hours per week.
• Free onsite parking

If you are interested in applying for this position and you meet the requirements, please apply immediately.

Due to the number of applications we receive, it’s not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.
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