Warranty Spares Manager - Customer Service

Customer Service Manager - Consumer Goods: The Warranty Spares Manager will lead the after sales/customer service team, ensuring clarity on the customer experience and the development of procedures, products and strategies to ensure that your team are striving to exceed expectations at every turn.

Client Details

Warranty Spares Manager - Consumer Goods/Manufacturing: A leading Consumer Goods business based in central Marlow with a established name and big plans for growth. Modern and open plan offices close to public transport.

Description

Warranty Spares Manager - Consumer Goods/Manufacturing:

Responsible for the daily management of the UK Warranty process utilising resource effectively and efficiently. Responsible for setting and meeting customer service targets and planning improvement and development areas. Management of the Warranty team to ensure calls and warranty claims are managed within agreed time scales and in an appropriate manner

  • Ensure the business meets its statutory aftersales obligations and delivers a high standard of customer service to ensure customer satisfaction
  • Manage the Warranty team supporting all customers, retailers, dealers and end-users' queries, collect & repair service, telephone calls and emails. Resolve customer complaints, setting and meeting performance targets for speed, efficiency and quality and change management
  • Manage the warranty process, including goodwill, ensuring the team complete records accurately and administer the warranty policy in the best interests of the company and the customer
  • Management of the Returns process, including analysis and auditing, ensuring an efficient and visible operation
  • Plan the distribution of work within the team utilising the available skills and experience and actively manage team development by identifying individual training requirements
  • Seek out opportunities to continuously improve efficiency in the warranty and returns processes. Review reporting systems to identify potential improvements.
  • Develop team culture and maintain high performance through coaching and performance management
  • Resolve customer issues in line with company Service strategy and customer expectations. Manage any necessary liaison with Service Manager regarding customer dissatisfaction
  • Maintain relationships with Warranty Service Agents, set and monitor KPI's and report service output. Ensure adherence to brand service requirements.
  • Agree and set up KPI's to monitor the Warranty operation and provide management reporting content in a timely manner as required by the Service Manager
  • Provide a key management role in Aftersales support projects
  • Maintain and develop own knowledge, skills and experience in all related areas

Profile

Warranty Spares Manager - Consumer Goods/Manufacturing:

  • You will have aftersales experience
  • You will have experience of aftersales issues - warranty, warranty claim validation, etc
  • Ideally you will have experience within a Consumer goods/durable products business
  • You are able to communicate at all levels
  • You are able to input strategic ideas at a senior level
  • You are able to organise and motivate a team of circa 5
  • You are able to make this role you own and truly grow it as you grow your career.

Job Offer

Up to £28000 to £35,000 (dependant upon experience) plus competitive package.

Reference: 34402513

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