Post Sales Customer Support

1 week ago

Telford, Telford and Wrekin, United Kingdom Schneider Electric Full time

Job information Head of Customer Care UK & Ireland from the Company Schneider Electric , this latest Head of Customer Care UK & Ireland job vacancy is located in the city Telford located in the country United Kingdom .

This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Head field have been opened and published up to the specified time.

Job Description:

Head of Customer Care UK & Ireland Schneider Electric has an exciting opportunity to join our team as the Head of Customer Care, reporting directly into the VP, Customer Operations UK & Ireland.

We are seeking an experienced leader with a proven track record in leading, managing, and motivating high performing teams and who has a passion for people development, and continually improving customer experience.

You work well cross functionally, locally, and globally building trusted partnerships across the business.

In this role, you will be responsible to manage multiple teams across our customer journey including Order Management, Pre and Post Sales, Key Account Support and Technical Support.

You collaborate well with others to continually improve customer experience and evolve the business.

Develop and implement customer care strategies, technologies, and initiatives to enhance customer satisfaction and loyalty, you will work with both local and global teams.

Lead and manage the various customer support teams, providing guidance, support, and performance management to leaders and their teams.

Communicating goals so that all employees understand their role, fostering a culture of accountability, collaboration, and high performance.

Oversee the resolution of customer inquiries, complaints, and escalations, ensuring timely and effective solutions, including partnering closely with commercial and logistical teams.

Develop and deploy operational plans to provide and promote an omnichannel service experience (Phone, Email, Chat etc.).

Implement global & local processes, policies, guidelines, and tools to improve customer care operations efficiency through all media channels.

Monitor & manage customer flows, interactions, and service levels to ensure an effortless customer experience.
Collaborate with cross-functional teams to improve processes and systems that impact customer care and experience.

Create a collaborative environment, developing working relationships with key stakeholders across the zone (Finance, Marketing, Pricing, Supply Chain, Commercial etc.) actively participating in changes to commercial policy, commercial product returns, and procedural changes to provide excellence in customer service.

Analyse customer care performance metrics and implement improvements to drive operational efficiency and service quality.
Prepare reports & performance data to present to VP & key zone stakeholders.
Bachelor's degree in a related field desired but not essential.
Proven experience in a senior services management role, demonstrating leadership and strategic thinking.
Strong understanding of customer relationship management systems and customer care technologies.
Ability to analyse data and draw actionable insights to improve customer care operations.
Key Performance Indicators
Meeting or exceeding key performance indicators/metrics.

You can look forward to growing your career in a dynamic workplace with significant personal responsibility and flexible working models to ensure the right work/life balance.

We aim to be recognized internally and externally as the place to build a career with diversity of job opportunities, and world-class development and learning.

Development at Schneider means unleashing potential to enable better performance.
A company culture that encourages high performance and collaboration
An attractive compensation package including the comprehensive fringe benefits expected of an international company.

Find out how our values and unique position make Schneider Electric the employer of choice - apply now online.

Diversity is our heritage and our future.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity.

We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. We are open to a conversation about flexible working.
You must submit an online application to be considered for any position with us.

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. You must submit an online application to be considered for any position with us.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here Schneider Electric is an Equal Opportunity Employer.

It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color , gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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