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Customer Service Operations Specialist

2 months ago

Leeds, Leeds, United Kingdom Finning International Full time
Company:
Finning International

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
As a Customer Service Operations Specialist, you will lead a team of technical professionals to ensure exceptional service delivery. Your role will focus on optimizing resources to meet client requirements efficiently while upholding a high standard of service excellence.

Key Responsibilities:
  • Identify customer service needs and allocate the necessary resources to fulfill requests, ensuring a seamless experience that fosters customer loyalty. Maintain transparent communication with clients throughout the service process to minimize costs and enhance satisfaction.
  • Plan and coordinate resources to meet customer service demands, overseeing the entire repair process from initial identification of needs to the finalization of work orders and invoicing. Ensure compliance with service protocols to deliver consistent, high-quality service while prioritizing health and safety.
  • Prepare service quotes for tasks up to £3,000, including preventive maintenance and repairs, as well as inspections as directed by advisors.
  • Directly manage a team of engineers (4-8), providing mentorship, addressing performance challenges, and conducting regular one-on-one meetings in accordance with company policies. Guide engineers to achieve high customer satisfaction while maintaining service profitability.
  • Utilize customer feedback and key performance indicators to drive improvements in service delivery and overall business performance.

Benefits:
  • Competitive salary
  • 25 days of annual leave plus bank holidays (with an option to purchase an additional 5 days)
  • Annual bonus
  • Company laptop and phone
  • Enhanced maternity and paternity packages, family-friendly policies, and support from a dedicated mental health team
  • Comprehensive benefits package including a generous rewards scheme, pension contributions, life insurance, and healthcare benefits

Required Skills:
  • Strong commitment to customer care and satisfaction
  • Excellent organizational and communication skills
  • Advocate for safety and well-being
  • Knowledgeable in mobile and fixed equipment systems
  • Financially and commercially astute
  • Familiarity with relevant applications and systems is advantageous

Knowledge and Experience:
  • Solid understanding of mobile and fixed equipment components
  • Financially aware with relevant experience
  • Prior experience in a similar role within the industry is preferred

Accountability:
  • Responsible for the health and safety of team members during service tasks, ensuring effective and efficient solutions that meet customer expectations.
  • Accountable for accurate cost allocation and expense recovery, striving for first-time fixes.
  • Maintain communication with clients throughout the service delivery process.

Education and Experience:
  • Foundational engineering knowledge and qualifications
  • Advanced engineering aptitude is preferred
  • Minimum of 3 years' experience in a technical or mechanical engineering role

Working Environment:
Office-based

At Finning, we recognize that our employees are the foundation of our success. We offer a comprehensive benefits package and various flexible options to support our team members. We are committed to fostering a diverse and inclusive workplace, encouraging individuals from all backgrounds to thrive and reach their full potential.