#BelongWithUs
Want to become our brand new Customer Support Manager and lead the Commercial Spares and Controls team in delivering top-teir customer experiences nationwide?
As our new Customer Support Manager you'll champion a seamless, customer-centric service model, ensuring our clients find trading with us effortless and satisfying. You'll join a team dedicated to becoming industry leaders in customer service within the Commercial Spare Parts and Controls sector.
The role:
Join us as our new Customer Support Manager to ensure that the Commercial Spares and controls team delivers a best in class customer experience. Offering a national single point of contact solution to suit their needs. The Customer Support Manager will be focused on supporting the Team and the Spares business unit to deliver a service that enables customers to easily trade with us and become a promoter of our business for being the customer service experts and partner of choice for Commercial Spare parts and controls. The Customer Support Manager will report to the Senior Customer Support Manager.
Key Responsibilities:
Understand the Commercial Spares & Control Market, the dynamics and products involved. Identify the customer types and their needs and forge strong supplier relationships to ensure all customer related requirements are met, ensuring that we are driving growth and profitability.
Establish ways of working that ensures collaboration with the wider sales team to help develop customer relationships and their requirements. Have strong relationships with key suppliers to ensure we are purchasing and delivering products at a competitive rate.
Responsible for delivering the highest quality of Customer Service across their area of responsibility by building strong customer relations within the teams and ensuring that our customer services activities and standards enable us to be the Customers Choice.
As part of the single point of contact you will facilitate all customer enquiries sent in either via email, telephone or the sales team. Your communication style will reflect the type of enquiries you get where multiple conversations will need to be had with both suppliers and customers due to the complexity of the enquiries.
Utilise Key metrics and ensure the teams performance consistently delivers on the agreed business KPI's and SLA's that will support the improvement of the Commercial Spares performance across their remit and utilise external resources such as TrustPilot and Google.
Review on going and new training on both systems and products and develop processes that will enhance the Commercial Team service offering that will support all our colleagues regardless of work type or location, ensure the Commercial Team work as one function and support each other as well as the wider customer hub team. Managing and maintaining service excellence at our peak trading times.
Work collaboratively with key stakeholders, where required the SLT and Spares SLT, RSM Team and Regional Teams and take on additional tasks as required, including activities required in any project work that supports the overall development and growth of the department. Develop and train a team of colleagues that can support the Spares business across the key areas of our Commercial/Non Residential business providing constructive feedback, effective monthly updates and 1-2-1's are in place, coaching and guidance to all colleagues under their remit and if required, those working in the wider teams.
This is a full time office-based role out of our office in Chorley.
You:
You'll live and breathe our customer-first ethos, with a proactive and "can-do" approach. You'll enjoy working collaboratively with the wider Customer team and you'll be committed to acting with integrity and honesty in everything you do.
Required skills and competencies:
Exposure to working within the plumbing and heating trade, ideally with knowledge of heating spares.
Ideally experience of managing a customer service team with the ability to learn on the job
Excellent communication skills
Be able to prioritise workload on own initiative
Ability to investigate and interpret data and assess the options to make sound decisions
Us:
From boilers to bathroom suites, tubing to towel rails and everything in between, we have all the products our customers need to complete the job. And we have all you need to build a successful career!
DHS is dedicated to the provision of heating and other spare parts to both business and consumer. Operating through our website, helpful call centre, and a single trade counter at our Leyland based warehouse, DHS have over 20,000 different spare part products ready to be delivered the very next day.
We're proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we're super excited about our future. We put our colleagues at the heart of all we do, giving them all the tools they need to be successful, happy and feel rewarded in their career with us.
Benefits Package and Cultural Environment:
Bonus
Discounts, savings and cash back at numerous retailers
Life assurance
Extended family policy including maternity, paternity, additional annual leave and more
Mental Health First Aiders and Employee Assistance Programme, we look out for each other
Complete induction and a company that lets you grow and encourages development
Financial education and loans
Flexible working options
A business striving to create an environment of inclusion so everyone can be their true self
And more!
#BelongWithUs
We're passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don't want you to ‘fit' our culture, we want you to enrich it.
We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment.