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Deputy Head of Customer Services

Salary: £56K
Location: South Wales
Deputy Head of Customer Services
Global Manufacturer
• Supporting CS policies, guidelines and procedures and monitors its effective implementation.
• Managing service activities within assigned budgets (by product).
• Ensures adherence to defined guidelines in terms of parts procurement, repair and warranty policy.
•Deputy Head of Customer Services Sets and approves the after-sales service level agreement for assigned customers in co-operation with sales.
• Monitors the quality of CS activities and takes appropriate action in cases where there are issues.
• Manages critical quality product issues, quality mapping, analysis, reporting and rework.
• Controls repair costs, service level an workflows either internal or external.
• Acts as CS escalation instance and ensures effective settlement of any claims and issues arising.
• Leads the assigned organisation and ensures employees’ satisfaction, qualification, development and performance management
•Deputy Head of Customer Services Sets up service processes and plans for NPI (IGP, loan units, training, service methods)
• Service partner growth, assign and set up support for European coverage
• Forges customer relationships and creates VOC reports back to senior management and board directors
• Service workshop continuous quality, productivity and financial improvement
• Global CS planning and operation
Candidates must be able to demonstrate:
• Excellent knowledge in operational processes, technologies, products and solutions with an ability to provide a contribution that really ‘makes a difference’
• Excellent communication skills and strong, effective presentation skills. Excellent level of report writing.
• Effective project management, including resource allocation for projects and process mapping
• Excellent financial awareness and ability to influence profit and loss management.
• Able to demonstrate strong customer relationship management, driving team effectiveness and results
• Data analysis skills.
IT, Electronics or Communications industry background
Deputy Head of Customer Services Salary starts £56,000 + Company Car and either fuel allowance or fuel card
 Full Private Medical Insurance
Cardiff Based, considerable European travel
Please forward your up to date CV to Apply now

Contact: Jason Hughes

Tel: 02920 660 214
Fax: 02920 660 187
Sophia House, 28 Cathedral Road, Cardiff, CF11 9LJ