At a Glance
- Tasks: Lead and develop a dynamic team in audio service and technical support across the UK and Ireland.
- Company: Join a leading audio company focused on innovation and customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting role with opportunities for growth and collaboration across departments.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Strong audio expertise and proven people management skills required.
Bring your professional audio expertise and people management experience to a role leading service and technical support across the UK and Ireland.
You’ll oversee repairs, pre-sales and post-sales support, helping customers get the support they need while aligning delivery with commercial priorities.
You’ll develop a proactive, dependable team, improve service performance and work closely with Sales and other departments to resolve issues and deliver on commitments.
Key Responsibilities
- Lead, coach and develop the Service and Technical Support teams, setting clear objectives and reviewing performance.
- Plan workloads and resources across repairs, technical support and training, managing priorities and realistic timescales.
- Oversee repair quality and testing, resolve escalated complaints and ensure clear, empathetic customer communication.
- Manage service administration, returns and spare parts coordination, working with Purchasing and Operations to support efficient delivery and a safe Service Centre.
- Investigate complex faults, repeat returns and No Fault Found cases, documenting outcomes and driving corrective action.
- Work with Sales, Product and Brand Managers and other stakeholders to address customer needs and recurring product issues.
- Coordinate product training and technical demonstrations, including preparation and room readiness at the Leeds office.
- Monitor agreed KPIs and service-level agreements, report monthly to the Commercial Director on demand, turnaround times, backlog, repair outcomes, complaints and capacity, and escalate emerging risks promptly.
About You
- Strong professional audio experience, with practical knowledge of digital and analogue audio products and their applications.
- Previous people management experience, including coaching, performance management and staff development
Service and Technical Support Manager in Holbeck employer: Audio Visual Recruitment Ltd
As a leading production company based in London, we pride ourselves on fostering a dynamic and creative work culture that encourages innovation and collaboration. Our team enjoys a supportive environment with opportunities for professional growth, working on unique and high-profile projects that integrate cutting-edge technologies. With competitive benefits including a generous holiday allowance and a company pension scheme, we are committed to ensuring our employees thrive both personally and professionally.
Contact Details:
Audio Visual Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service and Technical Support Manager in Holbeck
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Audio Visual Recruitment Ltd. 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 Audio Visual Recruitment Ltd 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 Service and Technical Support Manager in Holbeck
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 Audio Visual Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Audio Visual Recruitment Ltd 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 Audio Visual Recruitment Ltd!
How to prepare for a job interview at Audio Visual Recruitment Ltd
✨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.
