At a Glance
- Tasks: Lead customer service operations, ensuring top-notch service and operational excellence.
- Company: Join Aprolis UK, a leader in the forklift industry with a focus on people development.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a strong focus on safety and quality.
- Why this job: Make a real impact by shaping customer service strategies and driving business success.
- Qualifications: Proven leadership experience in customer service and a passion for operational excellence.
As part of Aprolis UK, our people are our most valuable asset, we are proud to recruit and train the very best in the forklift industry. Equipping them with the skills and knowledge necessary to ensure that, no matter what our customers’ need, they can handle it.
Our values are:
- Entrepreneurship
- Courage
- Respect
- Friendliness
Grant Handling are looking for an experienced individual to provide strategic and operational leadership across the Customer Service operations, encompassing Service, Parts and Rental, of Grant Handling. The role is accountable for driving performance, customer experience, operational excellence and commercial outcomes, ensuring the company delivers against its safety, growth and commercial performance and results objectives and aspirations.
STATEMENT OF ACCOUNTABILITIES:
- Act as the senior leader, within Grant Handling driving operational excellence across the estate and working with the Aprolis UK Customer Service Director to define, plan and then implement a national strategy with regards to Customer Service to ensure best in class service levels are achieved.
- Lead the Safety, Health, Environment and Quality agenda for Grant ensuring alignment to the Aprolis UK SHEQ strategy through working closely with the Aprolis team in this area. This includes understanding, use and development within our ISO frameworks.
- Act as an integral part of the senior leadership team (SLT) of Grant Handling and the wider Aprolis UK group of businesses and divisions, ensuring customer service is an enabler of sales.
- Lead, develop and manage the customer service teams within Grant Handling to grow capability and build succession and talent plans aligned to business needs so that a performance culture is built and results are delivered.
- Act as a senior leader within Grant Handling, shaping and delivering the Customer Service strategy in line with group objectives and developments within the MHE industry, enabling the very best levels of customer service to be provided.
- Be part of the SLT working closely with Grant Handling’s primary partner, Heli. This close working relationship to aid the objectives of both businesses.
- As part of the SLT support the definition, planning and execution of the plan to create a national provider of Value equipment in the UK, this will include Grant Handling acquiring and / or growing into new areas of the UK.
- Hold accountability for the P&L results of Customer Service within the business and be fully responsible for Customer Service performance across Service, Parts and Rental, ensuring safety, consistency, efficiency and profitability.
- Play a key role in business growth initiatives, including acquisitions, integration activity and operational scaling.
- Champion a strong customer-centric culture, ensuring exceptional service delivery to key and strategic customers.
- Ensure compliance with group quality standards, policies and processes across the region.
Customer Service Director - Grant Handling employer: Aprolis
At Aprolis UK, we pride ourselves on being an exceptional employer, offering our Field Service Engineers a dynamic work environment in London where innovation and teamwork thrive. Our commitment to employee development is reflected in our comprehensive training programmes, ensuring that our team members are equipped with the latest skills in the forklift industry. With a culture rooted in entrepreneurship, respect, and friendliness, we foster a supportive atmosphere that encourages personal growth and professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Director - Grant Handling
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aprolis. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aprolis before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Director - Grant Handling
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aprolis:Your cover letter is your chance to shine! Tell us why you want to work at Aprolis specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aprolis!
How to prepare for a job interview at Aprolis
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
