An award winning supplier of luxury brands is actively seeking a permanent Team Manager to join their busy technical team.

This is a really exciting opportunity to lead and transform a Technical Team through the provision of high quality and technically competent advice to our customers, via the multi-channel utilisation of webchat, video calling and telephone. Supporting customers through their warranty, quality and spares requirements to ensure first time resolution and customer satisfaction.

Key areas of responsibility - Customer Focus

-Technical Advice to Customers to support successful fault finding and resolution
-Ensuring product warranties are effectively managed and controlled.
-Management of revenue stream in spares where required
-Sale of new products to customers where it makes commercial sense to do so
-Help drive improvements to the customer experience ensuring the customer is at the heart of everything we do.
-Identifying opportunities, implementing solutions to continually improve the customer experience.
-Managing relationships with internal stakeholders to help improve the overall customer experience.
-Manages the call and written Quality programs within the team, achieving the KPI's and sharing best practice where appropriate.
-Build effective long-term relationships with our customers by demonstrating expertise and commitment.
-To analyse trends, provide detailed reports to support improved products and guides to customers

Expertise

-Technical knowledge of bathroom installation, plumbing and associated products
-Managing a team of up to 15
-Sees development of team (in alignment with business objectives) as high priority
-Ability to handle complex/confrontational situations
-Ability to work with insurers and loss adjusters
-Coaching, 121's and Team Meetings to promote best practice.
-Identifies and acts on opportunities to improve, tools, skills, systems and processes.
-Show willingness to question historic process and procedures.
-Understands HR policies and processes

Your working hours will be Monday to Friday, 8.30am - 5.30pm.
21 days holiday plus Christmas shutdown period
Free parking

If you have all of the proven requirements for this role please apply now!