Customer Service Manager

at  Talent Sam

Objective: Provide excellent customer service and minimise the clients operational costs, by ensuring that the company responds efficiently and diligently to carry-out their customers’ Service orders and contract commitments while ensuring that their service operations’ resources and capacity are optimally utilised and enable a high quality of work to be achieved.
Key accountabilities: Secure the operational efficiency and productivity of their Service Engineers through effective planning and deployment of all Service Contract PPMs and Inspections, Call-outs and Quoted Repairs to ensure that work is carried out on time and within the set costs and is conducted in-line with internal and external Health and Safety guidance and legislation. Organise and co-ordinate parts and materials to maintain engineers’ van stocks and for parts deliveries to align with our engineer’s planned visits to maximise our right-first-time and first-time-fix outcomes

• Provide excellent Customer Service at all times to external and internal customers
• Phone customer’s site contact to confirm dates and times for our engineers to carry-out the work
• Frequently review the Servicing In-Box and Hubspot Service tickets for emailed instructions from customers, to enable priority reactive call-outs to be responded to and booked-in promptly.
• Receive incoming calls from Service customers and respond to their enquiry or instruction in a prompt and efficient manner
• Update business systems in real-time to reflect the dates when engineers are planned to do the work and when work is completed on site.
• Monitor parts receipt/availability using the system to ensure that orders which have all required parts allocated are dispatched on time to the correct address.
• Follow standard routines when making changes to orders or delivery addresses to ensure Picking and Dispatch instructions are correct.
• Review system information daily, to highlight orders and scheduled work which need to be progressed, updated, expedited or chased to avoid any being over-looked or incurring avoidable delays.
• Make daily checks to ensure that Engineers’ reports and documentation are correctly completed and ensure that the Service Manager is informed of any issues.
• Allocate Reactive work and plan Engineer visits following guidance from the Service Operations Manager, giving due consideration to the Engineers’ health and safety at all times.
• Plan PPM visits and LOLER Inspections to ensure these are made on time to avoid equipment passing their LOLER test expiry date, while ensuring that work is completed within budgeted costs.
• Help to reduce field service costs by ensuring that work is allocated to engineers in an optimal way to minimise travel time and avoid return visits whenever possible.
• Ensure engineers’ approved holidays are updated in the planning system calendar to give visibility of capacity restrictions and to prevent work being allocated when engineers are not available.
• Prepare weekly and monthly reports for the Service Operations Manager eg:
  Service revenue Forecast

Number of Inspection and PPMs planned/completed and quantify any risk of over-dues

• Act as first line escalation contact when Out-Of-Hours routine is unable to secure an engineer able to respond.
• Assist the Service Manager with input into the Engineers’ annual appraisal process.
• Strong customer focus; passionate about supporting our customers through the service we provide.
• Has previous experience in scheduling service orders and deliveries to customers within a comparable business where employed and sub-contracted engineers are deployed nationally to support Service customers and to fulfil a duty of care to maintain the customers’ equipment in optimum condition.
• “Can do” attitude, decisive with the desire to make things happen at a fast pace. Instinctively looks for alternative options to overcome challenges.
• “Plate spinner”; able to handle high volumes of fast paced work scheduling while responding to changes and disruptions in and efficient manner.
• Keen to take ownership and to be pro-active in improving efficiency and performance.
• Credible and confident with customers, suppliers, staff colleagues, service engineers and sub-contract engineers.
• Commercially astute and understands factors influencing service costs and business profitability.
• Has a strong, confident personality with excellent communication skills.
• Is a team player who likes to engage with and support business colleagues.
• Is able to influence and give clear, timely and concise instruction to others
• A hands-on, structured and well organised approach, focusing on daily disciplines as well as monthly targets and dead-lines.
• Diligent and has a keen attention to detail. Work is precise and avoids administrative oversights.