At a Glance
- Tasks: Lead and develop service teams to ensure top-notch customer satisfaction and operational efficiency.
- Company: Join Barco, a company where innovation and diversity drive success.
- Benefits: Enjoy a competitive salary, benefits, and the chance to lead regional initiatives.
- Other info: Collaborate globally and foster a culture of continuous improvement.
- Why this job: Make a real impact on customer experience and business growth in a dynamic environment.
- Qualifications: Master’s degree or equivalent experience with strong leadership and customer-centric skills.
The predicted salary is between 50000 - 60000 £ per year.
Location: Bracknell, Berkshire, GB / Kortrijk, BE
Role Overview
As a Customer Care Manager, you are responsible for overseeing the end-to-end performance of field service delivery across the UKI and Nordics region. You will lead and develop service teams, ensure high customer satisfaction, drive service revenue, and continuously improve processes, tools, and operational efficiency.
Key Responsibilities
- Service Delivery & Operations
- Manage and monitor daily field service operations to ensure high-quality service delivery.
- Track performance through KPIs, dashboards, and scorecards to enhance customer satisfaction.
- Ensure consistent service delivery, including work performed by third-party partners or dealers.
- Lead, coach, and develop a regional service team.
- Define workforce needs and manage resource allocation effectively.
- Drive capability building through training, mentoring, and knowledge transfer.
- Foster continuous improvement and a high-performance culture.
- Stakeholder Collaboration
- Collaborate with Operations, R&D, Product Management, Sales & Marketing to ensure alignment and smooth execution.
- Support Sales teams in Quarterly Business Reviews (QBRs) with key customers.
- Customer Experience & Escalation Management
- Act as the escalation point for critical customer issues.
- Ensure timely resolution while maintaining strong communication with stakeholders.
- Implement corrective and preventive actions to retain customer trust.
- Drive process improvements based on root cause analysis and post-mortems.
- Define and implement tools and systems to improve service delivery effectiveness.
- Identify cost optimization opportunities and lead cost improvement initiatives.
- Partner & Contract Management
- Manage relationships with external service partners and vendors.
- Ensure service agreements meet customer expectations and performance standards.
- Financial & Compliance Responsibility
- Own and manage elements of the service budget (revenue and costs).
- Drive service revenue growth through upselling and improved service offerings.
- Ensure compliance with local regulations (safety, labor laws, training requirements).
Qualifications & Experience
- Master’s degree in Engineering or related technical field (or equivalent experience).
- Fluency in English.
- Minimum 5+ years of experience in a technical, customer-facing, or service-oriented environment.
- Strong leadership and people management skills with a coaching mindset.
- Proven commercial acumen and financial understanding.
- Experience in managing service operations, KPIs, and performance improvement initiatives.
- Customer‑centric mindset.
- Leadership and team development.
- Results‑driven with a commercial focus.
What We Can Offer
- Competitive Salary & Benefits.
- Opportunity to lead regional service excellence initiatives.
- Exposure to cross‑functional collaboration at a global level.
- Ability to directly impact customer satisfaction and business growth.
D&I Statement
At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values—they're core capabilities that propel us toward our shared goals and mission.
Customer Care Manager in Bracknell employer: Barco
At Barco, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Customer Care Manager in Bracknell, you will have the opportunity to lead a dedicated service team, drive customer satisfaction, and contribute to meaningful business growth while enjoying competitive salary and benefits. Our commitment to diversity and inclusion ensures a supportive environment where every employee can thrive and develop their skills.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Barco. 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 Barco 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 Care Manager in Bracknell
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 Barco:Your cover letter is your chance to shine! Tell us why you want to work at Barco 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 Barco!
How to prepare for a job interview at Barco
✨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.
