Aftersales Support Manager in Crawley

Location: Crawley, West Sussex

Salary: 35,000.00 per annum (DOE)

Full‑time permanent

Aftersales Support Manager

Customer Service Leadership – SLA‑Driven Environment (UK)

We are seeking a motivated and experienced Aftersales Support Manager who has worked within an SLA environment and has proven coaching and management skills. This pivotal leadership role within customer services will drive exceptional customer service and operational efficiency across support operations.

The Role: Driving Service Excellence

This hands‑on management position leads a small, dedicated Aftersales Support Team. Your core focus will be to champion a solution‑driven, customer‑focused culture while ensuring strict adherence to Service Level Agreements.

Key Responsibilities

• Serve as the Line Manager, providing leadership, coaching and people management to the Aftersales Support Team.
• Act as the key point of escalation, managing complex issues with a calm, solution‑focused approach.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.
• Track and manage the team against Key Performance Indicators (KPIs) contributing to service performance reports.
• Ensure seamless end‑to‑end service delivery for both reactive support and planned preventative maintenance.

The Ideal Candidate (Essential Experience)

The successful Aftersales Manager will be a confident and proven leader in a fast‑paced support environment.

• Experience: Proven experience (5 years preferred) managing Customer Support or aftersales teams within an SLA‑driven environment.
• Skills: Strong leadership, excellent communication, superior customer relationship management, and solid analytical skills.
• Logistics: Flexibility and availability to provide out‑of‑hours and weekend support as part of a 1-in‑4 weekend rota.

Salary & Package

• Salary: From 35,000.00 per annum (dependent on experience).
• Hours: 08:30 am – 05:00 pm, Monday to Friday, with 1‑in‑4 weekend support.
• Out‑of‑hours and weekend support as part of the 1‑in‑4 weekend rota, paid in addition to the annual salary.
• Benefits: Company Pension, Health & Wellbeing Programme, Free Parking, Employee Discount, and Company Events.