Head of Service Administration - Worcestershire

Up to £36k - Non-Technical/General Products and Services Sold B2B - Technical
Ref: 75 Date Posted: Wednesday 08 May 2019
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                Head of Service Administration – Worcestershire

 

Working for an industry leading manufacturer and distributor, they are now seeking a forward-thinking leader who can inspire and motivate a friendly team to achieve set goals.

 

The Role

Reporting to the Operations Manager you will be responsible for managing all service administration and support activities. Primarily focused around the internal support to the installations and service team, proactive outbound calls to confirm appointments for the service team and overseeing the administration of quotes and job sheets

Leading and working closely with a team of 8 field based engineers and your team of internally based service administrators, you will establish robust admin processes, prioritise workloads, provide training and support and lead from the front to ensure KPI’s are met.

This is a key role in the business as your team will establish and maintain links between customers, sales, manufacturing, and the service and installations team. 

 

Key Responsibilities

  • To lead and manage a team of 4 internal service administrators responsible for processing service contracts, quotations, making appointments for the installation and service of equipment and ensuring all relevant parts arrive on site in time.   
  • Specify and establish improved processes and systems – this will include assisting with the implementation of a new ERP system
  • Create KPI’s, provide training and guidance, conduct performance reviews/appraisals, and implement development plans.
  • Resolve customer queries
  • Prepare and present management reports
  • Contacting existing clients to sell the benefits of service plans and ensure customer retention
  • Producing and following up service quotes to resolve issues or challenges that might arise
  • Updating CRM system and provide analysis and information on the service team's performance

 

The Candidate

  • Minimum of 3 years’ experience managing and coordinating an internal service department, supporting a field-based service team
  • Must have experience interacting with a field-based service team, customer services, sales, and manufacturing departments
  • A hands-on Leader seeking a challenging role to establish a competent, structured and well-functioning internal service department.
  • Customer service champion
  • Analytical and process driven, result focused
  • Positive, a self-starter with the ability to deal with a significant workload from time to time
  • Excellent I.T skills

 

A salary of c £36k dependent on experience

 

To Apply

Please apply immediately by sending your CV to Neil by using the “Apply” button below