Job Description

JOB DESCRIPTION

About Us

Repairify UK Limited are a subsidiary company of Repairify Inc. Repairify UK through its asTech and RED businesses provides remote diagnostic solutions and services to the automotive industry. It offers cutting-edge, expert diagnostics using both after-market and original equipment manufacturer tools to provide safe and accurate repairs. The company was founded in 2010 and is headquartered in Plano, TX with UK offices in Peterlee and Bedfordshire. Summary/objective

Due to the continued growth and success of our business, we are looking to recruit a Support Manger to control and oversee all aspects of customer support in both Peterlee and Luton. In this role, you will be responsible for ensuring that Repairify remains fully customer centric by implementing the correct systems, processes and policies creating a full end to-end support infrastructure to support our growing organization. Essential functions Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. o Management responsibility for support teams located in Peterlee and Luton o Daily standup meetings o Weekly roundup calls o Bi-weekly visits to 2nd site o Performance Reviews o One2Ones o Control of any Concur (expenses) cards in team - sign off expenses o Control of customer service metrics, support wait times, call backs, resolution - all via JIRA ITSD platform o Ownership of CI (Continuous Improvement) Programme for our customer base o Overall control and responsibility of Repairify IMI platform - ensuring all members of the team remain IMI compliant (all Tiers) o Ensuring quality and timely control of Data Capture - setting up of new locations in UK and EU o Partnering with US Data teams to ensure data setups are correct (Monthly) o Control and oversee all aspects of Enterprise Customer Support (DE, UK, ES, IRE and future regions) o Data Capture o Device Licensing o Overseeing Shipping and control of logistics o Creation of Customer facing data - Dashboards and metrics to support operations, sales and account management teams o Overall responsibility for stock control levels in both offices - via Shipping and Builds Team o Strategics approach to Customer Service ensuring correct systems are in place to capture metrics o Implementation of Customer Service Satisfaction Standards and control o Face to face and Teams meetings with clients to offer customer service support and reporting Repairify, Inc Preferred Qualifications /Skills o Level 2 Qualification as a minimum with English and Maths at GCSE grade C or above o Has advanced knowledge of Microsoft Operating Systems (Windows 10 / 11) o Knowledge of Microsoft applications (Outlook, Word, Excel, and PP) o Proven track record of experience in customer service for at least 3 years, preferably in the automotive industry o Able to work well on your own initiative. o Strategic thinking and ability to lead multiple teams o Good attention to detail Supervisory responsibilities This role has managerial responsibility for teams in multiple locations Work environment This job operates in a professional office environment and routinely requires the use of standard office equipment, such as computers, phones, and printers. Physical demands Physical requirements include occasional lifting/carrying of 25 pounds; visual acuity, speech and hearing; hand and eye coordination and manual operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.

Job Overview

We are seeking a dedicated and experienced Customer Care Manager to lead our customer service team. This role is pivotal in ensuring that our customers receive exceptional service and support throughout their journey with us. The ideal candidate will possess strong leadership skills, be able to communicate effectively, and have a keen ability to analyse customer feedback to drive improvements.

Duties

Oversee daily operations of the customer care team, ensuring high standards of service delivery. Manage and supervise team members, providing guidance and support to enhance their performance. Communicate effectively with customers, addressing inquiries and resolving issues promptly. Analyse customer feedback and service metrics to identify trends and areas for improvement. Develop training programmes for staff to enhance their skills in customer interaction and problem-solving. Foster a positive team environment that encourages collaboration and professional growth. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. Maintain up-to-date knowledge of company products and services to provide accurate information to customers.

Qualifications

Proven experience in a customer service management role or similar position. Strong leadership skills with the ability to motivate and inspire a team. Excellent communication skills in English; proficiency in Spanish or other languages is an advantage. Ability to analyse data and derive actionable insights for service improvement. Strong organisational skills with attention to detail. Experience in managing diverse teams, including multilingual staff, is desirable. A customer-centric mindset with a passion for delivering outstanding service.
If you are an enthusiastic leader ready to make a significant impact on our customer care operations, we invite you to apply for this exciting opportunity.

Job Type: Full-time

Pay: 22,880.00-40,000.00 per year

Benefits:

Referral programme
Schedule:

Monday to Friday
Work Location: In person