ARE YOU THE ONE?
At Samsung UK, the Customer Experience team is the go-to squad for all things customer support, covering a wide range of products and services.
The Customer Experience (CX) team focus on the service customers receive post sale, your new role as National Performance Coordinator is to support Samsung's repair partners with continuous improvement, training, service levels and repairs.
Your mission will be to build strong internal and external relationships their our repair partner network, supporting their continuous improvement, implementing change and uplifting performance.
Joining the Customer Experience team at Samsung means being at the heart of customer support across the company. You'll play a pivotal role in driving brand loyalty, contributing to organisational success, and nurturing growth.
This is a field-based role covering the south of England with additional national travel.
WHAT YOU'LL BE UP TO
REPAIR PARTNER SUPPORT
Effectively build relationships across your partner networks, providing support and expertise on any challenges
Visiting targeted partners, identifying issues, and dedicating on-site time to address specific performance opportunities. This approach empowers partners to implement effective actions for driving change.
PROCESS IMPROVEMENT
Review UK authorised service network's key performance metrics to create a targeted weekly action plan for the NPC team, focusing on operational priorities.
Identify the best practice and seek out where synergies exist for the wider adoption across other operating models
PROBLEM SOLVING
Identify areas for improvement in the CX infrastructure and implement necessary changes.
Request support from the Operations team to address issues like spare part delivery (shortages or damages), warranty claims
INNOVATION
Manage projects and introduce new tools as needed across the product lineup.
Support key stakeholders in preparing for new product or process introductions by engaging partners and improving performance.
DATA ANALYSIS & COMPLIANCE
Work closely with the Network Support Team to improve data accuracy from the service partners, in relation to Service order tracking measures
Report and support wider CX project teams, tracking progress against key success metrics and deliverables.
EFFICIENCY IMPROVEMENT
Work with the partners to improve their First Time Completion (FTC), through improved triage techniques and more efficient part handling (e.g. Van stock, part cut off times and technical bulletin adherence)
Increase network capacity to speed up repairs, measured through Long-Term pending (LTP) and Customer Turnaround Time (C-TAT)
ARE YOU OUR PERFECT PARTNER?
- You'll have experience managing performance metrics and implementing change
- You're able to demonstrate experience in managing performance challenges
- You'll have a comprehensive understanding & experience of Microsoft 365
- You're passionate about customer experience and service
- You're an experienced relationship builder, able to manage external partners
- You'll have experience implementing solutions to solve problems
- You'll have a valid UK drivers licence – this role is field based
WHAT YOU CAN EXPECT FROM US
- Competitive Salary: £32,000 - £35,000 Per Annum
- Performance Bonus: 15%
- Company Car
- Company Sick Pay
- Samsung Discounts
- Life Assurance: 4 times your annual salary
- Perkbox (Rewards Portal)