Customer Support Manager UK

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Unipart Rail is part of the Unipart Group, one of Europe's leading independent logistics' companies that employs more than 8,000 employees worldwide and has an annual turnover of more than £800 million.

We have a long heritage in the rail industry based on decades of experience, we have continuous improvement plans to embrace innovation in both products and business techniques to ensure that we remain the first and best choice for our customers.

We are seeking an enthusiastic and experienced Customer Support Manager UK to work at our Doncaster site.

Main Purpose of the Role

Reporting to the Customer Support Team Leader UK, the purpose of the Customer Support Manager role is to manage all transactional activities associated with customer relationship management and to provide exceptional customer service to Unipart Rail's customers. The role requires cross functional working with teams across the business to resolve customer issues within agreed SLAs, managing customer enquiries received via the website or e-commerce system, dealing with complaints professionally and to support the delivery of budgeted sales, service level and performance targets, in line with Unipart Rail's Customer Engagement System.

Responsible for responding to customer leads, queries and complaints and ensuring that these are managed within business SLAs. This role has no requirement for decision making on commercial issues such as customer pricing. Decision making authority limited to that stated within relevant business process and within limits of the business delegated authority policy.

Spread Of Skills & Analysis

The nature of the role is varied; good customer and some knowledge of the market is required, as well as the ability to work on the basis of self-initiative. Excellent customer service skills with high levels of communication and inter personal skills and a good understanding of customer engagement.

A good working knowledge of SAP is required, along with good IT knowledge. Basic knowledge of commercial terms and conditions.

The ability to work to targets and deadlines in an efficient manner.

A demonstrable collaborative approach to Customer Engagement is required.

Pressure & Working Environment

Hybrid working, based at Unipart Rail's head office in Doncaster. Some periods of pressure as a result of the requirement to work towards daily, weekly deadlines and the need to respond to customer requirements.

Qualifications & Education

English and Maths to O level/GSCE S standard.

Experience & Proven Ability Required

• Customer Service experience within a transactional environment
• IT literate with good knowledge of Google software packages
• Excellent communication/interpersonal skills
• Strong team player
• Good organisational and time-management skills
• Able to work to deadlines and deliver sustained problem resolution
• Ability to identify process failures and identify solutions to resolve and prevent re-occurrence.
• Achieved or working to Level 3 competencies in the Unipart Way core tools
• Good working knowledge of SAP

Duties & Key Responsibilities

Customer Service - 60%

• General customer queries, order processing /order book management, price and delivery process.
• Undertake any other customer service activities necessary to achieve customer satisfaction.

• Proactive management of stopped /restricted vehicles and customer identified spares (critical and service quality).
• Transactional management of reports - imminent failures and potential back orders.

Reporting - 25%

• Support development and delivery of internal and external customer related KPIs.

Unipart Way - 10%

• Support business/process improvement activity through the use of the Unipart Way tools.

Safety 5%

• Monitor the working area to identify and report and unsafe situation, hazards or dangerous activities ensuring that all issues are addressed and resolved. Work in a safe manner, taking reasonable care for the health and safety of yourself and other people in the work place, following appropriate Health and Safety guidance, training and company rules and procedures.

Benefits

• Competitive salary
• Pension and death in service provisions for employees in pension scheme
• 25 Days Hols (plus Bank Holidays)
• Employee Assistance Programme (EAP)
• Health and Wellbeing Initiatives
• Employee offers and discounts from various retailers
• Recognition events and rewards
• Free car parking

As a valued employee of Unipart Rail, you can look forward to a varied and rewarding career with a company that holds the Investors in People accreditation and also world class status in employee engagement.

Strictly no agencies and we would ask that agencies refrain from making contact with any of our colleagues and that no CVs are submitted to staff across the business. Any CVs sent will be at your own risk. We will reserve the right to engage with candidates directly having not, in any way, entered into your company's Terms and Conditions.