Customer Support Manager

Position

Customer Support Manager (CSM)

Reporting to

Customer Support Team Leader

Department

Customer Support

Departmental Functions (CS)

To manage the repair order process on behalf of the customer and act as an interface between the customer and internal departments on a day-to-day operational basis.

Working closely with the Engineering department to ensure service delivery to the Account Programme Manager and customer.

To ensure timely response to tactical customer requirements and drive internal support functions in line with Customer and departmental KPIs.

Order receipt, status reporting, quote processing and query management as agreed with the customer.

Continuous process review to improve processes and promote efficiency.

Responsibility of the Position (CSM)

Ensure that Customer Support service level expectations agreed with the Program Office are met or exceeded.

Identify areas of poor performance or opportunities for improvement and come up with solutions, which when implemented, will resolve these problems.

Set and continually reinforce clear goals to your CAA team members and deputy

Provide timely and specific feedback on team member performance

Respond to all escalated day to day issues, and where necessary, propose operational changes to meet customer needs.

Where necessary, represent Customer Support Department

Ability to handle all personal data (whether that be of your employees, colleagues or your own) in confidence; with integrity and in a manner of which ensures appropriate security measures are met and adhered to, which include protection against unlawful processing or accidental loss, destruction or damage in line with GDPR compliance.

Candidate Profile

Experience:

Demonstrable management experience and experience of leading a team essential.

Understanding of the company’s commercial position and its relationships with its customer and supplier base.

Experience in process analysis/Continuous Improvement/lean management desirable.

Customer service experience essential.

Skills:

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.

Able to address immediate customer and team needs in the context of overall company strategy

Strong leadership skills and ability to build and lead an effective and cohesive team.

An excellent team player with strong leadership skills to motivate the team and ensure KPIs are met or exceeded.

Strong time management and organisational skills and ability to co-ordinate workload under pressure

Good practical problem solving skills and the ability to make decisions when required or appropriate.

Have an understanding of Information Security practices and is able to attain and maintain competency in those as prescribed by company policies.