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Customer Services

3 months ago

Coventry, United Kingdom Kelvatek Full time

Job Summary:

Kelvatek, part of the Camlin Group, is seeking a Customer Services & Repair Team Lead to be part of the Customer Services Function. The ideal candidate will utilise standardised techniques, tools, and practices to ensure high-quality repairs.


The Customer Services & Repair Team Lead is responsible for coordinating larger programs of works, cross functionally, and across multiple sites. Responsible for supporting a team of customer service representatives and repair technicians to ensure the highest level of customer satisfaction. This role involves supporting the Customer Service Centre Manager with overseeing daily operations, ensuring prompt and efficient service, handling escalated customer issues, and coordinating with other departments to enhance service delivery. Additionally, the role requires accurate documentation and adherence to controlled documentation and instrumentation standards.


Key Responsibilities:


Team Management:

  • Lead and mentor a team of customer service and repair technicians.
  • Conduct regular team meetings to set goals and address any issues or concerns that could impact service delivery.
  • Focus heavily on implementing & sustaining a rhythm of Continuous Improvement, always looking for opportunities to improve & provide more value to the business and our customers.
  • Develop and implement training programs to enhance team skills and knowledge.
  • Support the monitoring and evaluating of team performance, providing feedback and supporting performance reviews.


Customer Service:

  • Ensure all customer inquiries, complaints, and issues are resolved promptly and efficiently, working closely with Customer Service Centre Delivery Manager to effectively manage customer communication.
  • Handle escalated customer issues, providing solutions and ensuring customer satisfaction, working closely with our Commercial Team & Product Management Team.


Repair Operations:

  • Oversee the repair process, ensuring all repairs are completed accurately and within the specified timeframes.
  • Coordinate with the repair technicians to ensure they have the necessary tools, parts, and information to complete their tasks.
  • Implement and maintain quality control processes to ensure the highest standard of repairs.
  • Full responsibility for completion of unit repair.
  • Repair completion using standardised techniques, tools and practices.
  • Accurate completion of repair documentation.
  • Adoption of controlled documentation and instrumentation.
  • Accurate completion of on-line AYS administration.
  • Accurate work assessment completion prior to quote.
  • Other non-repair Technician duties as required


Qualifications:

  • 2- 3 years previous work experience in a demanding repair engineering environment.
  • Qualified in Electrical / Electronic Engineering - HNC/HND level preferred.
  • Outstanding communication skills with positive attitude.
  • Experience with Lean / Six Sigma Principals. Good IT skills.