ONSITE-CHELTENHAM.

Salary up to £48k subject to skills & experience, plus a fantastic benefits package including cycle to work, EV leasing, staff discounts and company bonuses.
Designing award-winning products for our market-leading brands – Mira Showers, Rada and Recoup - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira.
From day one you’re part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!)
But, to get to where we want to be, we are looking for an Assistant Manager for our Sales Customer Support Operations. Find out more below!

SKILLS/REQUIREMENTS

• Proven management experience in a Sales Contact Centre environment.
• Ability to display high standards of customer service under pressure
• Strong people motivation skills that drive people to deliver the required results that focus on the customer and their requirements
• Self-motivated decision maker that isn’t afraid to do the right thing
• Solution driven with an emphasis on matching the right business outcomes to the needs of the customers and team members
• Desire to collaborate across Customer Service and Sales functions and with the wider organisation
• Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required. Salesforce and SAP working knowledge is an advantage
• Organisational skills that facilitate the smooth running of the Sales Customer Contact Centre daily
• Actively collaborate across Customer Service and Sales functions and with the wider organisation
• Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members

ABOUT US

In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and Recoup Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price.
Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com.
Note for Recruitment Agencies: The Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where we require external support, we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.

LI-RJ1

LI-Onsite

• Deliver coaching to all team members, driving continuous improvement in overall results.
• Performance management of all team members, ensuring that issues are identified and resolved at the earliest possible opportunity.
• Action planning and delivery of initiatives that drive performance improvements across the wider service operation.
• Quality assessment of calls and emails for the team, ensuring feedback is given in a timely and constructive manner.
• Coordinating recruitment and training of new hires, working closely with the Contact Centre Trainer to deliver high quality customer services to the Kohler Mira consumer.
• Devise innovative ways to increase team motivation and recognition of excellence.
• Manage the absence of the team in accordance with Kohler Mira procedures, ensuring that people are treated fairly, and any ongoing issues are resolved.
• Ability to step in and cover any team within the Contact Centre (including Planning) as and when required.
• Ability to cover certain elements of the Service Operations Manager – Resource, Planning and Internal Sales role during their absence from the floor.
• Work closely with the Sales Team to ensure that all customer relationships are developed and maintained within contracted terms of business and obligations.
• Evolve the relationships between Account Handler, Sales Managers and the Customer Account advisors to deliver customer service excellence.
• Provision of comprehensive Sales support including sales order processing, answering of customer queries, sales support (including proactive selling opportunities), order fulfilment, invoice discrepancy resolution, proof of delivery requests and customer returns in an efficient and effective manner following defined performance parameters.
• Investigating, resolving and monitoring of customer complaints ensuring Kohler’s customer communication protocols are always observed.
• Work closely with demand management and external sales teams to better appreciate customer relationships, strategies and processes using knowledge gained to drive continuous improvement.
• Proactively manages the customer order book, liaising with production / supply chain to check stock level and/or assess delivery timing where product availability may be of concern.
• Provide recommendation and change based on best practice and continual improvement across all elements of the Internal Sales Team