Customer Success Manager (Office based or Hybrid)
We are a well-established and expanding field service company, consisting of about 40 people, based in Wallington, Surrey. Our primary function is the installation of a wide range of telematics and safety equipment into most vehicle types throughout the UK and increasingly into mainland Europe.
Our core activity is to make efficient contact with B2B and B2C end users and schedule work for our nationwide team of engineers to complete within tight timescales.
Reporting to our Operations Director, we are looking for a highly competent individual to actively manage our (largely virtual) Contact Centre of around 10 people. Work allocation is currently split into 3 workflows; Business As Usual, Projects for Fleet (B2B) and Insurance (B2C).
The Contact Centre also work closely with our outsourced logistics company where we have an employed member of our team who will also be under your supervision.
Most of our clients (who are sellers of the equipment we fit) either already use or have the option to use several competitors, so it is mainly our professionalism, consistent speed of service and ability to build and maintain relationships with the people assigned to allocate work to us that sets us apart.
This is a challenging role and there is significant pressure to deliver services within SLAs. Engineering resource is largely finite and the ability to quickly gain an understanding of the process pinch points and needs of the business is imperative.
Responsibilities and Duties:
Key Skills and Requirements: