At a Glance
- Tasks: Lead the Aftersales team, ensuring customer queries and service requests are managed effectively.
- Company: Join a forward-thinking company that values teamwork and innovation.
- Benefits: Enjoy a competitive salary, bonus scheme, generous holiday, and early finish Fridays.
- Other info: Be part of a diverse culture that promotes inclusion and personal growth.
- Why this job: Make a real impact by enhancing customer experiences and leading a dynamic team.
- Qualifications: Experience in customer service or technical support, with strong communication skills.
The predicted salary is between 37000 - 42000 £ per year.
The Aftersales Team Leader / Technical Service Coordinator will lead and support the day-to-day coordination of the UK Aftersales function, ensuring customer enquiries, service requests, warranty matters, technical queries and internal actions are managed effectively and progressed in line with business requirements. The role will act as a key link between customers, the Aftersales team, Service, Engineering, Sales, Operations and the departmental manager. The position will support workload planning, monitor open cases, coordinate service activities, provide practical technical guidance and help ensure customer issues are resolved professionally and in a timely manner.
This is an operational and technically capable team leader role, focused on coordination, communication, workload monitoring, practical team support and service delivery. It is not intended to be an administrative-only role and does not carry full departmental management responsibility; however, it will support the departmental manager by ensuring day-to-day Aftersales activities are organised, visible and progressed.
Key Responsibilities
- Act as a key point of contact for customer service enquiries, service requests and aftersales support matters.
- Relay information between customers, the Aftersales team, Service, Engineering, Sales, Operations and the departmental manager.
- Ensure customer queries and service issues are logged, tracked and followed through to completion.
- Coordinate service visits, fault investigations, corrective actions, customer support activities and occasional site support where required.
- Maintain visibility of open Aftersales cases and ensure updates are provided to relevant stakeholders.
- Support the coordination of warranty claims, returns, spare parts requests and associated documentation.
Workload Planning & Service Progression
- Support the planning and prioritisation of Aftersales workloads on a daily and weekly basis.
- Monitor case allocation, service requests and agreed actions to ensure progress is maintained.
- Coordinate internal resources to support customer requirements and response times.
- Work with Service and Engineering teams to help schedule attendance, technical input or customer support where required.
- Escalate delays, risks or recurring customer issues to the departmental manager.
- Support the team in working to agreed programmes, priorities and customer expectations.
Team Leader Responsibilities
- Provide day-to-day guidance and support to members of the Aftersales team.
- Support daily or weekly team meetings in line with departmental KPIs and priorities.
- Monitor team workload, individual task progression and completion of agreed actions.
- Promote good working practices, consistency and a customer-focused approach across the team.
- Support the development of team members through coaching, knowledge sharing and identifying training needs.
- Assist in monitoring individual work performance in line with company requirements, escalating concerns where appropriate.
Technical Support & Site Assistance
- Provide practical technical support to members of the Aftersales team where customer issues, service requests or technical queries require additional guidance.
- Occasionally attend customer sites to support fault investigations, service issues, aftersales matters or customer discussions where business need requires it.
- Support the team in front of customers by helping explain technical issues, agreed actions and next steps in a professional and customer-focused manner.
- Provide operational cover or substitute for an Aftersales team member where required, including during absence, urgent customer requirements or early-stage team growth, subject to competence and safety requirements.
- Work closely with Service and Engineering teams to understand product, system or installation issues and support appropriate technical solutions.
- Help build the technical capability of the wider Aftersales team through coaching, knowledge sharing and practical support.
Customer Service & Relationship Management
- Ensure customers receive professional, clear and timely communication.
- Support the handling of customer complaints, issues and escalations.
- Build effective working relationships with customers and internal stakeholders.
- Help ensure customer expectations are managed appropriately and service commitments are followed up.
- Identify recurring issues and support improvements to the customer experience.
Reporting, Documentation & Continuous Improvement
- Ensure accurate and timely completion of Aftersales records, service updates and customer documentation.
- Produce and maintain reports on open cases, response times, service activity and departmental KPIs.
- Review recurring customer issues and support improvement actions where required.
- Contribute to process improvements within the Aftersales function.
- Adhere to company quality systems and support the development of consistent Aftersales processes.
Internal Collaboration
- Previous experience in service coordination, customer service, aftersales, technical support, field service or similar customer-facing technical environments.
- Technical knowledge or practical experience within manufacturing, engineering, electrical, utilities, construction or technical service environments.
- Escalate technical, commercial or service-related concerns to the appropriate manager or department.
- Support wider business projects or improvement activities linked to customer service and aftersales delivery.
Knowledge, Skills & ExperienceEssential
- Previous experience in service coordination, customer service, aftersales, technical support or operational administration.
- Experience within manufacturing, engineering, electrical, utilities, construction or technical service environments.
- Experience supporting, guiding or coordinating the work of others.
- Ability to provide hands-on technical guidance and practical support to a small Aftersales team when required.
- Confidence supporting customers directly, including discussing technical issues, actions and progress in a professional manner.
- Willingness and ability to attend customer sites occasionally to support the team, customer requirements or business continuity.
- Strong organisational and planning skills.
- Ability to manage multiple priorities and follow issues through to completion.
- Excellent communication skills, with the ability to work across multiple departments.
- Strong customer service and relationship management skills.
- Good problem-solving skills and a practical approach to resolving issues.
- Competent user of Microsoft Office, including Outlook, Word and Excel.
- Ability to maintain accurate records and service documentation.
Desirable
- Experience coordinating field-based engineers or service teams.
- Experience handling customer complaints or escalations.
- Experience using CRM, ERP or service management systems.
- Understanding of warranty administration, service reports or technical documentation.
- Experience providing hands-on technical support to field-based or customer-facing service teams.
- Technical understanding of electrical products/systems, switchgear, fault finding, commissioning or service support would be advantageous.
- Full UK driving licence, or ability to travel to customer sites as required.
- Experience supporting KPI reporting or service performance tracking.
- Team leader, customer service or management qualification.
- Understanding of ISO 9001:2015 Quality Management.
Working Hours
- Monday to Thursday: 8:00am – 5:00pm
- Friday: 8:00am – 1:00pm
Benefits
- Bonus scheme (up to 10% each month)
- 24 days holiday plus 8 UK bank holidays
- Early finish Fridays
- Employee Assistance Programme
- Wellbeing Committee
- Team socials subsidised by the business
- Free parking
- Employee rewards programme (discounts, cashbacks, cycle-to-work)
- Pension scheme (6% employer contribution)
- Enhanced maternity/paternity leave
Inclusion Statement
Inclusion, equity and non-discrimination are fundamental pillars of our culture. Our selection processes are conducted following transparency criteria, regardless of gender, racial origin, religion, political ideology, sexual orientation, gender identity, age or disability. We embrace and acknowledge the uniqueness of each of our future collaborators and value diversity in all its expressions.
Aftersales Team Leader in Saint Helens employer: Ormazabal
As an Aftersales Team Leader in Northwest England, you will thrive in a supportive and dynamic work environment that prioritises employee growth and development. With a strong focus on teamwork, communication, and customer satisfaction, the company offers a range of benefits including a bonus scheme, generous holiday allowance, and opportunities for professional advancement. Join us to be part of a culture that values diversity and fosters a sense of belonging while making a meaningful impact in the aftersales sector.
StudySmarter Expert Advice🤫
We think this is how you could land Aftersales Team Leader in Saint Helens
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ormazabal. 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 Ormazabal 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 Aftersales Team Leader in Saint Helens
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 Ormazabal:Your cover letter is your chance to shine! Tell us why you want to work at Ormazabal 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 Ormazabal!
How to prepare for a job interview at Ormazabal
✨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.
