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For Companies At a Glance
- Tasks: Lead operational growth and improve customer service delivery insights.
- Company: Join a dynamic team focused on continuous improvement and customer satisfaction.
- Benefits: Enjoy opportunities for career progression and innovative technology implementation.
- Why this job: Be part of a culture that values coaching, mentoring, and operational excellence.
- Qualifications: Experience in project management and a passion for customer service are essential.
- Other info: Collaborate with teams across regions to share best practices and drive improvements.
The predicted salary is between 42000 - 60000 £ per year.
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Own reporting and compliance driving a culture of continuous improvement
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Support and lead on the insights that enable the delivery of operational growth.
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Support & lead on customer service delivery insight and opportunities across Subscriber
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Support & Lead on Customer onboarding, journey, retention and debt
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Provide project & IT support to stakeholders across Subscriber
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Review and manage Install /Service Utilisation metrics driving for sustainable improvements
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Goal – Improve Service and Install Utilisation
o 10% Utilisation improvement in Install
o 10% Utilisation improvement in Service
- Goal – Increase Non RMR through install & service teams
o Overdrive plan to deliver £x Revenue
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Drive Operational improvements for regional performance increases
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Look for innovative improvements that can be leveraged across both service and installation teams
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Work with north / south counter parts to ensure consistency and best practice sharing.
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Support and coach FLMs on performance management
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Improve 1-2-1 forms and methods.
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Improve Lean coaching Forms and methods.
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Coaching and mentoring FLMS to create structure and consistency to focus on all KPI’s.
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Assist FLMS with engineer PIP’S/ Capability plans. Look and help identify who needs improvements and how.
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Assist OM with FLM PIP’s/ Capability plans.
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Review Training requirements for FLMs and Engineers to improve customer experience.
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Drive EHS Performance
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Regularly review, update and support EHS initiatives
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Drive Career Ladder
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Support creation of Subscriber Career Ladder
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Manage and support Engineer Skills Matrix fostering strong career progression opportunities
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Support FLMs with development plans and succession plans
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Review, Test and implement new technology to support overall business goals
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Review of all platforms to support customer journey
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Hold monthly meetings with Tech manager to understand relevant updates and changes are communicated.
Field Support Manager North employer: Appcast
Contact Detail:
Appcast Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Support Manager North
✨Tip Number 1
Fokussiere dich auf deine Fähigkeiten im Bereich Reporting und Compliance. Bereite Beispiele vor, wie du in der Vergangenheit eine Kultur der kontinuierlichen Verbesserung gefördert hast, um zu zeigen, dass du die Anforderungen dieser Rolle verstehst.
✨Tip Number 2
Zeige dein Verständnis für Kundenservice und Onboarding-Prozesse. Überlege dir, wie du innovative Verbesserungen in diesen Bereichen implementiert hast oder planen würdest, um die Kundenzufriedenheit zu steigern.
✨Tip Number 3
Bereite dich darauf vor, über deine Erfahrungen im Coaching und in der Leistungsmanagement zu sprechen. Sei bereit, konkrete Beispiele zu nennen, wie du Führungskräfte unterstützt und entwickelt hast, um ihre KPIs zu erreichen.
✨Tip Number 4
Informiere dich über aktuelle Technologien, die in der Branche verwendet werden, und sei bereit, darüber zu diskutieren, wie diese Technologien zur Verbesserung der Kundenreise beitragen können. Zeige, dass du proaktiv nach Lösungen suchst.
We think you need these skills to ace Field Support Manager North
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Field Support Manager North position. Highlight key responsibilities such as driving operational improvements and supporting customer service delivery, and think about how your experience aligns with these requirements.
Tailor Your CV: Customize your CV to reflect relevant experiences that demonstrate your ability to improve service and install utilization, manage performance, and support coaching initiatives. Use specific metrics or examples from your past roles to showcase your achievements.
Craft a Compelling Cover Letter: Write a cover letter that emphasizes your leadership skills and experience in driving continuous improvement. Mention your familiarity with project support and IT solutions, and how you can contribute to the company's goals of operational growth and customer satisfaction.
Highlight Relevant Skills: In your application, be sure to highlight skills that are crucial for this role, such as performance management, coaching, and the ability to implement new technologies. Discuss any experience you have with EHS initiatives and career development plans, as these are important aspects of the job.
How to prepare for a job interview at Appcast
✨Show Your Understanding of Continuous Improvement
Make sure to highlight your experience with driving a culture of continuous improvement. Be prepared to discuss specific examples where you've successfully implemented changes that led to operational growth.
✨Demonstrate Customer Service Insight
Since the role involves supporting customer service delivery, come equipped with insights or ideas on how to enhance customer onboarding and retention. Share any relevant metrics or success stories from your previous roles.
✨Discuss Your Coaching Experience
The position requires coaching and mentoring FLMs. Be ready to talk about your coaching style and provide examples of how you've helped others improve their performance and achieve their KPIs.
✨Be Prepared for Technical Discussions
Given the emphasis on reviewing and implementing new technology, familiarize yourself with the latest tools and platforms relevant to the industry. Be ready to discuss how you can leverage technology to enhance the customer journey and operational efficiency.