Skills

Communication Sales Customer Service Training Coaching Motivation Recruitment

Job Specifications

Onsite-Cheltenham.

Salary up to £ 48 k subject to skills & experience, plus a fantastic benefits package including cycle to work, EV leasing, staff discounts and company bonuses.

Designing award-winning products for our market-leading brands – Mira Showers, Rada and Recoup - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira.

From day one you’re part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!)

But, to get to where we want to be, we are looking for an Assistant Manager for our Sales Customer Support Operations . Find out more below!

Opportunity

The Assistant Manager – Sales Customer Support is responsible for managing a team of Account Handlers that deliver frontline Sales Support across our UK brands. These Account Handers are responsible for processing customer orders and there is a requirement for them to be multiskilled and able to handle all types of customer contact and account.

You will be a key stakeholder in the day-to-day management of all our sales customer facing activity and have the ability to assist in other areas of Customer Service Operations when required.

You will be required to work closely with your peers across the wider Service Operations teams to ensure that there is a unified approach to managing your teams and delivering the best possible service to our customers.

Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Kohler Mira UK product range.

Core duties include management of a team of up to 12 Account Handlers, coaching and developing all associates once training is completed. Ensuring call, email and order processing quality meets the expected standard and drives value add opportunities (both customer and business). You will also be responsible for setting expectations, action plans, driving positive development of all team members and handling all people related activities within your team and manage day to day operations within the Sales Customer Service contact centre.

You will be required to learn to a basic level all Sales Customer Service processes, enabling you to confidently handle the queries from the team. You will be a main point of escalation for any queries/complaints that occur from our customers.

You will be responsible for engaging with key stakeholders through the Sales process including Sales, Logistics and demand planning to ensure alignment of communication and performance expectations for all accounts ensuring that customer and business impact is a consideration in what the Sales Customer Service team deliver.

As the Assistant Manager – Sales Customer Services you will be a contributor to the root cause analysis function that drives continuous improvement within the Sales Customer Services environment.

In this role you would be expected to work a 37.5-hour week shift, providing cover between Monday and Friday.

Basic Responsibilities

Deliver coaching to all team members, driving continuous improvement in overall results.
Performance management of all team members, ensuring that issues are identified and resolved at the earliest possible opportunity.
Action planning and delivery of initiatives that drive performance improvements across the wider service operation.
Quality assessment of calls and emails for the team, ensuring feedback is given in a timely and constructive manner.
Coordinating recruitment and training of new hires, working closely with the Contact Centre Trainer to deliver high quality customer services to the Kohler Mira consumer.
Devise innovative ways to increase team motivation and recognition of excellence.
Manage the absence of the team in accordance with Kohler Mira procedures, ensuring that people are treated fairly, and any ongoing issues are resolved.
Ability to step in and cover any team within the Contact Centre (including Planning) as and when required.
Ability to cover certain elements of the Service Operations Manager – Resource, Planning and Internal Sales role during their absence from the floor.
Work closely with the Sales Team to ensure that all customer relationships are developed and maintained within contracted terms of business and obligations.
Evolve the relationships between Account Handler, Sales Managers and the Customer Account advisors to deliver customer service excellence.
Provision of comprehensive Sales support including sales order pr

About the Company

We’re a community of creators. Status quo busters. Difference makers. For the past 150 years, we’ve built our business on a singular mission—helping people live gracious, healthy, and sustainable lives. Thanks to the passion, craftsmanship, and ingenuity of our associates around the world, our business has expanded across the globe with a diverse portfolio of brands. Today, we’re one of America’s oldest and largest privately held companies. We manufacture smart kitchen & bath products and host world-class hospitalit... Know more