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Chief Technical Operations Manager
3 weeks ago
We are seeking a highly skilled and experienced customer service leader to drive excellence in our client's operations.
This pivotal leadership role requires a hands-on manager who thrives in a technical, trade-focused environment.
As the Technical Service Lead, you will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for expertise.
You will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.
- Team Leadership & Development:
- • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- • Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
- Customer Service Strategy & Process Improvement:
- • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
- • Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
- Technical Customer Relations & After-Sales Support:
- • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- • Act as a key point of contact for escalated customer issues, utilising your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
- • Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
The ideal candidate has a proven Bachelor Degree or Equivalent, at least 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry. You should have a proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
