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Head of Customer Service - North of England

Warrington

Without Jungheinrich, your shopping trolley would probably be empty. Every day, our trucks move millions of goods in logistics centres globally.

Jungheinrich is one of the top three leading companies in the material handling equipment and Intralogistics sectors worldwide – and we are very interested in speaking with you further about your career.

Jungheinrich has evolved from a producer of forklifts to a manufacturing logistics service provider achieving an annual turnover of over £2.5 billion. Today, we employ over 14500 employees, thereof in Europe alone over 800 sales consultants, as well as more than 4200 mobile service engineers, maintain a close-knit network providing quality consulting and comprehensive service.

In short, your role within Jungheinrich will play a crucial part in providing the customer with complete peace of mind in managing their intra-company logistics.

What We Offer

• 25 days annual leave plus bank holidays
• Discount website which will give you access to 100's of brands with opportunities for savings and cashback
• Company Pension Scheme: Employer matched contributions of between 5% and 10%
• Private Medical Insurance: Free to all employees as a taxable benefit, with additional option of adding on partners/children at a small cost
• Company car and fuel card
• Company laptop and phone

Role Purpose

• Oversee the Health, Safety and Well-being of the Customer Service team
• Managing an operational and management team to deliver agreed financial and operational targets, customer service levels and defined Customer Service processes
• Ensure the development of direct reports and indirect reports in line with company goals and objectives

Role Responsibilities

• Promote a safety first culture within our business
• Develop, implement and deliver a Customer Service strategy that delivers our financial and customer service expectation
• Coach, mentor and develop the service teams, including new starters.
• Support the development and implement key metrics in the activity management of the service teams
• Be a key driver in delivering innovation in our service offerings
• Manage a Customer Service region in the delivery of customer service targets
• Work closely with fellow Heads of Customer Service and the Customer Service Matrix team in the Effective delivery of all stated Customer Service objectives
• Work closely with fellow regional 'Heads of' in the Effective delivery of all stated objectives
• Visit customers where required.
• Liaise with all necessary departments to develop and implement all aspects of our business model.
• Report on agreed financial and operational targets in regular performance review meetings.
• Grow the Customer Service business by identifying business opportunities in close conjunction with regional service teams and Sales functions
• In addition to the duties and responsibilities listed, the job holder may be required to perform other duties assigned by the Business Director

Role Requirements

Skills:

• An experienced leader who can demonstrate prior management of managers
• IT literate, in particular Microsoft office
• Strong numeracy and analytical skills
• Experience of working within a Matrix organisation
• The ability to manage and coach people at all levels and remotely
• A self-starter to manage their operational requirements, time management and qualification requirements/ theory learning
• Ability to work under pressure, putting the customer at the heart of what we do
• The ability to translate objectives into action plans and results

Qualifications:

• A good level of general education is required with passes in English and Maths

Experience:

• Somebody who can demonstrate some exposure to the customer service sector
• Someone who can demonstrate prior leadership experience, specifically managing and developing managers

Mobility:

• This role will be based in Omega, with region wide travel as and when required
• Full valid current driving licence.
• Exposure to SAP operating systems
• Perceived ability to progress

Competencies Required

• Strong interpersonal skills
• Leadership skills, including the clear setting of targets and objectives
• Understand the operational structure and processes of a business with the ability to improve upon them
• Drive and determination
• Analysis / Business Acumen / Customer Orientation
• Influencing / Negotiation / Accountability
• Initiative / Communication / Passion
• Integrity / Respect

Jungheinrich is an attractive employer and cares about its employees. We offer a wide range of benefits, training courses and on-going career support.