At a Glance
- Tasks: Manage After Sales team performance, ensuring SLAs and customer experience standards are met.
- Company: Located in Poole, this role focuses on efficient resolution of customer issues.
- Benefits: Enjoy staff discounts on vehicle parts, health cash plan, and extra holiday after 3 years.
- Other info: This position requires on-site work 5 days a week.
- Why this job: Lead a dedicated team while driving continuous improvement in product quality and processes.
- Qualifications: Proven experience in managing customer service or warranty functions is essential.
The predicted salary is between 34000 - 34000 £ per year.
Manage the day-to-day operations and performance of the After Sales function to deliver efficient, consistent, and commercially balanced resolution of customer issues. The role is responsible for protecting margin while maintaining customer trust, ensuring fair outcomes, reducing avoidable credit leakage, and driving continuous improvement in product quality, processes, and upstream decision-making.
Location: Poole Site, BH12 – 5 days per week on-site
Salary: £34000 per annum
Working Hours: 37.5 hrs per week
Reporting Line: Sales Operations & After Sales Manager
Key Responsibilities:
- Manage day-to-day performance of the After Sales team, ensuring SLAs, quality, and customer experience standards are consistently met.
- Oversee the handling of returns, warranties, cancellations, and customer issues, ensuring timely and appropriate resolution.
- Ensure consistent and commercially sound decision-making aligned to company policies, balancing customer satisfaction with margin protection.
- Monitor credit volumes, root causes, and trends, taking action to reduce avoidable returns, refunds, and operational leakage.
- Work closely with Sales, Warehouse, and Operations teams to identify and resolve recurring issues and improve upstream quality.
- Own and contribute to the development of best practices, SOPs, and frameworks to drive consistency and efficiency.
- Support, coach, and develop team members to handle complex, high-value, and escalated cases effectively.
- Act as escalation point for challenging cases, ensuring fair outcomes and protecting brand reputation.
Experience & Essential Skills:
- Proven experience managing or supervising a customer service, returns, or warranty function.
- Strong commercial awareness, with the ability to balance customer outcomes and margin protection.
- Excellent problem-solving skills with the ability to assess situations and make sound decisions quickly.
- Experience analysing data and trends to identify root causes and drive improvements.
- Strong leadership and coaching capability, with experience developing team performance.
- Excellent communication skills, both written and verbal, with ability to handle escalated customer interactions.
- High attention to detail and ability to manage multiple complex cases simultaneously.
- Confident working cross-functionally with Sales, Warehouse, and Operations teams.
- Proactive mindset with a focus on continuous improvement and operational efficiency.
Benefits:
- Staff discounts on vehicle parts and discounted fuel.
- Health Cash Plan after probation.
- Critical Illness Cover and Death in Service.
- Family Day & Community Volunteer Day.
- Extra holiday after 3 years’ service.
- Increased pension contributions after 5 years.
Customer Service Team Lead in Upton employer: Charles Trent
Join a dynamic team in Poole, where you can enjoy benefits like discounted fuel and health cash plans. The company values continuous improvement and operational efficiency, making it an exciting place to grow your career.
