Customer Support Manager 2 year Fixed Term contract

Customer Support Manager - 2 year Fixed Term contract

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Job Description

Printing our own 3D prototypes. And becoming more agile in every dimension of our daily work. Both count. Both are us.

Company: Vaillant Group U.K. Ltd
Location: Castlewood, GBR
Country: United Kingdom (GB)
Brand: Vaillant

What we achieve together

• You will oversee the daily operations of the customer support department, ensuring that service delivery is efficient, effective, and aligned with our company goals.
• Your responsibilities will include mentoring and training team members, managing schedules, and ensuring service targets are consistently met.
• Together with your team, you will manage B2B customer interactions and merchant query processes, ensuring all queries are resolved within agreed payment terms.
• By analysing performance data, you will identify trends and implement improvements to enhance service quality and customer satisfaction.
• You will handle complex customer situations with professionalism, turning challenges into positive experiences.
• Your role will be based at our Castlewood Business Park site near Junction 28 of the M1, where you will foster a collaborative and high performing team culture.

What makes us successful together

• You have a background in customer service or business operations, supported by relevant education or training.
• You bring proven experience in managing successful teams within customer focused environments.
• You are confident in analysing performance metrics, mentoring staff, and managing service operations. Experience with SAP/EPS is a plus.
• Familiarity with customer feedback systems and continuous improvement initiatives.
• You are passionate about delivering excellent service, have a great telephone manner, and thrive under pressure while managing multiple priorities.
• You communicate clearly and professionally, building strong relationships with internal and external stakeholders.

What you can count on

• We offer our employees an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
• We offer a generous pension scheme which enables our employees to have greater financial security when they do retire.
• We care about our employees and offer a well being programme that includes 24/7 remote GP appointments, mental health consultations and 1 2 1 lifestyle coaching.
• We are in the 7% of UK businesses that have received the Gold award from Investors in People (IiP).
• For our employee's peace of mind, we provide a death in service benefit and the option of subsidised private health care.
• We pride ourselves on our Family Friendly Policies, designed to support our employees during important life events.

What makes us special

We take care of a better climate. In every home and our environment. As a successful family business, we have been living up to this claim for over 150 years. We are one of the world's leading providers of heat pumps, digital services and efficient gas heating appliances and offer energy saving solutions.

You will find sustainability everywhere at the Vaillant Group. In the office, at the production sites and on the road. Around 16,000 employees from over 70 countries are committed to this every day. As an international team, we take responsibility - for our future and that of our planet. We promote your personal development so that you can act with passion and together we can ensure a better climate.

Become part of the Vaillant Group and help us shape the future of heating!

We promote equity and do not tolerate any form of discrimination. We value the uniqueness of each individual and encourage all people to apply. Your Contact:

Amanda Smith

Apply now

We rely on digital application processes - not only to work more efficiently, but also to help conserve resources. Therefore, we kindly ask you to apply online only.