Repairs Manager
4 weeks ago
This is a full-time permanent position and will see you joining a well-established and growing mobile phone solutions company.
They are a fast-growing online retailer, supported by over 60 stores UK wide and a busy call centre in Bracknell. The company operates under an established name which has been trading on the High Street selling mobile phones since the 1990's. Approaching a customer base of over half a million with their online business equating to over 70% of their sales. They have an employee base of approximately 80 people and have contracts with major network operators. All retail franchisees maintain excellent standards of customer service and must consistently hit agreed targets for sales, profit margins and other KPIs. With a growing high street retail presence, they now have a national network of walk-in repair locations supported by online marketing and B2B relationships.
To develop and lead the repairs service. This will cover our client's national network of franchise stores, ensuring that franchisees are delivering quality first time repairs to customers. The role will lead the quality assurance of all repairs as well as develop commercial relationships with suppliers and partners. Utilising your special technical knowledge and skill this role will continually develop and enhance the repairs offering to improve performance and services offered across their network.
Develop processes and procedures to ensure all retail stores offer full repairs service, providing guidance and support where necessary.
Ensuring that there are strong partnerships and agreements to get the best possible parts, at reasonable prices to provide their franchisees with a good quality product for repairs.
Setting and managing KPIs for the workflow of repairs, monitoring and reporting on performance across the retail estate and their insurance repairs services.
Seeking continual improvement to the services delivered across the network of stores.
Establishing and sourcing training and development opportunities for their franchise partners, maximising and capitalising on supplier relationships.
In-depth experience of managing a team conducting repairs on a volume scale, including managing KPI's and setting performance targets.
Detailed understanding of the management of quality control of repairs, to ensure low failure rates and high customer satisfaction score.
Able to build highly effective network with suppliers, franchisee owners and customers, building trust, confidence, and credibility.
Organised, accurate, and strong IT skills including MS office applications.
Solid project management skills to assist with the implementation of new areas and types of repairs.
Demonstrable experience in the recruitment and training of technicians.
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