Assistant Service Manager
Job Description
We are currently looking for a Assistant Service Manager to join our expanding Customer Service Department based at our Headquarters in Steeton (West Yorkshire, UK).
The Ideal Candidate
- Good knowledge of computer systems in particular spreadsheets
- Excellent written and verbal communication
- The ability to work to tight deadlines
- Can work under pressure
- Able to work both as part of a team and independently
- Minimum of 5 years in a customer service role
- Minimum of 2 years in a supervisory role
- Multi-tasking
- Problem Solving
Key Responsibilities
- To ensure all breakdowns and safety related call outs are attended within a 24 hour SLA, as well as subsequent call outs attended to within a timely fashion.
- To ensure that all staff answer the phone within three rings, ensuring service answer rate is maintained to a 95% KPI.
- To ensure the organisation provides prompt, courteous and efficient customer service at all times via the telephone
- To maintain systems and process controls which are already in place to ensure the departments SLA’s are met - jobs per day, mileage, service levels etc.
- Ensure continuous improvement across the whole department through product knowledge and training including coaching and mentoring.
- To ensure all Service standard operating procedures are adhered to and customer complaints are resolved in the shortest possible time.
- Actively monitor and develop departmental processes and set achievable targets for the department.
- Develop reports in order to provide detailed analysis of departmental performance and feedback any trends with service issues or quality to your line manager.
- Driving a continual improvement culture throughout the team, as well as maintain a positive and professional working relationship with all other businesses or departments with Acorn Mobility Services Ltd.
- Manage staff rotas to ensure there is always enough cover to maintain service levels.
- Conduct disciplinary action in accordance with the company process.
Salary Package
Salary: £26,000.00-£28,000.00 per year depeding on experience
Benefits
- Excellent Transport Links to Leeds, Bradford and Skipton
- Free Parking
- Healthcare Provision
- Induction and Training Programme
- In-house Canteen
- Life Insurance Cover
- On-going Coaching and Development
- Pension Provision
About the Sales Department
Our Sales teams expertly guide our customers through our sales process to ensure that they not only purchase the best stairlift solution for their needs, but also receive excellent aftercare and customer service for the length of their Acorn journey. We do this by having a strong knowledge of our products, a thorough understanding of customer profiles and, above all, by building a productive rapport with our customers.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
Career Overview
Job Ref: Assistant Service Manager
Posting Date: 29/11/2022
Closing Date: 08/12/2022
- Acorn Stairlifts UK
- Steeton, West Yorkshire
- Full-Time
- Sales
- £26,000.00 - £28,000.00
