Client Services Supervisor
2 weeks ago
Role Overview
As a Client Services Supervisor, your primary responsibility will be to enhance customer satisfaction across the region by delivering exceptional support and service. This will be achieved through effective management of a skilled engineering team, ensuring adherence to corporate standards.
Key Responsibilities
- Provide clear communication to engineers regarding daily work assignments.
- Inform customers about the estimated arrival time of engineers and the scope of work to be performed.
- Update customers on job completion status and any additional requirements.
- Collaborate with your manager to establish departmental budgets, targets, and objectives for the engineering team.
- Ensure that the services provided consistently exceed customer expectations and outshine competitors.
Accountabilities
1. Respond promptly to customer needs to enhance satisfaction.
2. Ensure effective operation of company systems by you and your team.
3. Prevent disputes with customers through proactive communication.
4. Complete warranty work with comprehensive documentation, including customer concerns, engineer assessments, and photographic evidence.
5. Maximize retail hours sold to surpass company targets.
6. Maintain a professional standard in workshops and vehicles under your supervision.
7. Foster a motivated workforce by being approachable and addressing their concerns.
8. Identify training needs and communicate them to your manager.
9. Coordinate with remote depots for additional support as needed.
10. Inspect new machines before delivery to customers.
11. Process job cards accurately, ensuring all returned cards are verified before invoicing.
12. Recommend purchases of consumables and equipment to your manager.
13. Uphold Health & Safety standards as outlined in the company handbook.
14. Strive to achieve both company and personal objectives.
Performance Standards
1. Achieve departmental budgets, targets, and objectives set with your manager.
2. Adhere to all warranty standards established by the company.
3. Maintain workshops, vehicles, tools, and equipment to corporate standards.
4. Build strong relationships with engineers under your supervision.
5. Conduct engineer reviews to promote team morale and ethics.
6. Ensure the department delivers exceptional customer care and meets budget requirements.
7. Complete all jobs and related paperwork within 24 hours.
8. Meet the business target of a 7-day work-in-progress.
9. Provide emergency call-out services 24/7 throughout the year.
10. Ensure new machines are dispatched to the highest standards.
11. Prepare and deliver used machines to exceed customer expectations.
The salary for this position ranges from £37,000 to £40,000.
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