Customer Service Manager

Posted 6 February by MB HR Support Ltd

VOCOVO Company Overview

VOCOVO is a leading voice & technology brand working with some of the world’s biggest retailers. You may have seen our equipment in places like Tesco, Co-Op, TK Maxx and Pets At Home. We now have over 30,000 people in 4,000 locations using our product every day!

The business has achieved unbelievable growth within the last 18 months and is now looking to cement our position as the leader in this field whilst also expanding our reach into Europe, Australasia and North America.

In 2018 we achieved record revenue and we are now looking to triple in size by 2020.

The Package

  • 37.5 Hours per week

  • Competitive salary

  • 25% Company Bonus Scheme

  • 25 Days Holiday + Bank Holidays

  • 5% Contribution matched pension

  • Life Assurance

  • Private Medical Insurance

  • Employee Assistance Programme

  • Free on-site company parking

  • Cycle2Work Scheme

  • Professional Subscriptions

  • Enhanced maternity & paternity package

  • Personal training & development budget

What we can offer you:

  • A truly unique challenge in a fast growing start-up

  • An autonomous role where you are the master of your own destiny

  • Lots of personal career routes & opportunities as we scale

  • A business with the goal of becoming a times top 100 company by 2021

  • Team culture with an employee-wide bonus scheme linked to annual results

  • Free fruit, social committee and great employee benefits

  • The latest Macbook Pro’s and a G-Suite for business company

  • A sector where you will see the outcomes of your work in everyday life

  • A diverse and ambitious leadership team

Role Description

Reporting to the Operations Director, this new role will ensure the after-sales operation functions efficiently to optimise performance, provide customer excellence and provide leadership for the team.

This is a hands-on role in a fast-paced startup environment.

  • Work with the Operations Director to develop the after-sales strategy in line with our key objective of becoming a truly customer fixated company

  • As the manufacturer, provide first class customer support to our end user clients, and 1st and 2nd line support partners to ensure a great client experience

  • Continuously monitor progress and ensure that corrective action is put in place in the most efficient and timely manner to ensure the customer is happy

  • Implement the right systems and technology to deliver the best possible customer support to our clients

  • Identify and strive for improvements in the service we offer

  • Responsibility for the development and retention of business by ensuring the highest levels of customer service are achieved

  • Manage effective communication between the after-sales and other internal and external departments to maximise 'first time fix’ opportunities

  • Deal with customer enquiries and complaints to achieve the best outcome

  • Provide a first class returns service incorporating warranty and repairs

  • Ensure action plans are put in place to achieve objectives and forecasts

  • Recruit, coach and develop the after-sales team to drive growth and the achievement of their targets

To be successful in this role you will have excellent demonstrable experience in after-sales leadership. You will be able to make an impact from day one taking ownership of the function and work closely with the Operations Director, R & D, Sales and the Installation Lead.

Other key skills and attributes that are essential to this role include:

  • Excellent track record in after-sales with at least 3 years experience in leading an after-sales function and team in a similar environment

  • Excellent communication and interpersonal skills when dealing with customers and internal stakeholders

  • Highly customer focussed with the drive to improve the aftersales customer experience

  • Ability to planning and prioritise

  • Ability and skills to drive for results to ensure the service provided is excellent and deadlines are achieved

  • Uncompromising attitude to delivering customer service and maintain a customer centric culture within the service team

  • Experience of managing a team and success in motivating and developing individuals

  • Innovative and willing to explore new methods of driving performance

  • A passion for delivering exceptional customer service

  • A flexible team player who is always ready to go the extra mile

If you are excited by this challenge then we want to hear from you. To apply please forward your CV and covering letter, detailing why you feel this role is the perfect for you.

Required skills

  • Customer Service
  • Aftersales

Application questions

Do yo have at last 4 years experience in a Customer Service or After-Sales role?
Do you have at least 2 years leadership experience?
Are you legally entitled to work in the UK?

Reference: 37213955

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