Product Support & Service Manager (Customer Services)
Location: Bournemouth, England
Description: Farrow & Ball is currently seeking to employ Product Support & Service Manager (Customer Services) right now, this occupation will be reside in England. Detailed specification about this occupation opportunity kindly read the description below. This is an exciting opportunity to join a dynamic organisation experiencing significant growth globally. Farrow and Bal! l is a business that truly believes in exceptional customer service and investing in people to enable them to grow with the business.
This role, Product Support & Service Manager, is part of the Customer Service team with a core objective of consistently delivering an exceptional and trusted customer experience globally across our business. As part of a dynamic and forward thinking team the role will report directly to the Head of Customer Service.
The Product Support & Service Manager will ideally come from a service background, with a sound knowledge of complaints management and technical understanding of our products. This is a critical role both within Customer Service, the business and with our external partners. Working across the organisation to put the customer at the heart of everything we do to ensure our service aligns to our brand message.
The Product Support & Service Manager will be a team player, strong leader of people and who can actively challe! nge on behalf of the customer at all levels both internally an! d externally. Working in a fast paced, growing environment globally they will demonstrate a significant focus on continuous improvement. The Product Support & Service Manager will have a strong commercial awareness and an understanding of industry trends and technology.
Main responsibilities include:
Overseeing the Service and Technical team to ensure exceptional service is delivered for each and every customer interaction.
Oversight across all complaint cases to ensure they are progressing and the customer is engaged throughout
Provision of management information to ensure trends are understood and areas of prevention identified
Work across peer group to influence product, process, training, literature etc, to ensure the customer experience is front of mind and to prevent re-occurrence of issues
Identification of root cause and use of LEAN methodology to influence decisions and investment across the business
Involvement in project! s to improve the service offering as well as influence other projects that impact the customer
Research industry and technology trends to ensure our thought process include modern thinking
Work with external parties to establish customer insights and identify those attributes that customers value to influence improvement programmes and investment.
Ensure the environment reflects the culture and values of the organisation and everyone understanding their meaning and how they translate into service.
Actively identify and develop talent within the team
Drive learning and development across the team to ensure competence and understanding of process, technology and product.
Become a key part of the Customer Service Management team to provide a holistic view of performance and ensure workload and resource is optimised
Farrow & Ball is a dynamic and growing organisation with high quality products, brand presence and a passion for service. With ambition ! plans, this is a truly exciting opportunity for the right candidate who! can help shape the future of the business through active engagement and involvement.
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If you were eligible to this occupation, please send us your resume, with salary requirements and a resume to Farrow & Ball.
Interested on this occupation, just click on the Apply button, you will be redirected to the official website
This occupation will be opened on: Sat, 28 Sep 2013 06:44:59 GMT
Apply Product Support & Service Manager (Customer Services) Here
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