Customer Service Operations Manager

8 hours ago


Redhill, Surrey, United Kingdom Field Solutions Group Full time

We are seeking an experienced Service Controller for our fast-growing office technology provider. The key focus of the role is to support the overall function of the Service department, ensuring customer requests relating to after-sales service are processed quickly, efficiently, and professionally.

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Main Responsibilities:

  • Overall responsibility for allocating jobs to the field engineer workforce;
  • Ensuring all engineers are utilised in a productive and cost-effective manner to ensure maximum productivity;
  • Building a trusted and effective relationship with the field-based workforce;
  • Handling incoming calls from customers and logging jobs as required;
  • Managing the daily incoming workload to ensure that all customer targets are reached and onsite booking requirements met;
  • Managing parts requests to ensure those calls requiring a second visit are managed efficiently and completed at the earliest opportunity;
  • Keeping customers appraised at all times, using a variety of communication methods (verbal, email, portal updates);
  • To proactively manage customer expectation, particularly where external events mean SLA is at risk;
  • Ensuring all completed calls are processed and updated effectively to ensure appropriate invoicing;
  • Assisting in handling installation activity and parts distribution;
  • Management of allocation and cost control of resources.

Salary: £35,000 - £40,000 per annum

Location: UK (flexible)

About Us: Field Solutions Group is a well-established office technology provider dedicated to delivering exceptional service to our customers.

Why Choose Us? We offer a dynamic and supportive work environment, opportunities for career growth and development, and a competitive salary package.



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