Customer Service Manager
"Customer Services is the voice of our business. We look after our end users (that's the general public) as well as installers, specifiers, new build customers and councils. These interactions take place through inbound and outbound calls and other channels such as email and social media. Our Customer Service Representatives will have over 200 hours of product training before going solo on the phones."
The role of a Customer Service Representative today is to provide top level support to all types of customers. Our Customer Service Representatives are at the frontline of our business, promoting our products and services. Working mainly by telephone, e-mail and social media to resolve pre & post sales questions, provide technical product support, arrange service visits, spares sales and promote extended warranty policies.
Supporting our Customer Service Representative colleagues, the Field Service Technicians provide service repairs to all of our end users on Mira, Rada and Kohler products. We have 60 Service Technicians packed with full technical product knowledge based around the UK that carry a comprehensive van stock that allows them to complete 95% of all service visits first time.
Processing orders and taking on average 450 calls a day from our business customers across five continents, Internal Sales also incorporates the Commercial Data Management team. They set-up our customers and vendors on SAP, price all materials and process staff sales amongst other responsibilities.