About the Company
Due to continued growth, we have a perfect opportunity for a Field Service Engineer to join our industry leading team.
Presona UK is a family run business that will support and encourage you in your personal development to increase your knowledge and skills within the industry. All within a warm and friendly environment.
The successful candidate will be part of the Presona team that visions a world where recycling just works. At Presona we supply and manufacture our own range of recycling equipment from fully automatic balers to chain conveyors, all supplied to leading retailers across the UK and Ireland.
Our main office is based in Bridgwater, Somerset however, you could be based from home as a satellite engineer depending on your geographical location. Every location in the UK and Ireland is considered.
The Job
The Customer Service Manager (CSM) is responsible for overseeing and improving customer service operations, ensuring that the team delivers exceptional service to clients, and resolving escalated customer inquiries. The CSM will manage a team of customer service representatives, analyse service metrics, and implement strategies to enhance overall customer satisfaction.
Key Responsibilities:
1. Leadership & Team Management:
• Lead, mentor, and manage the customer service team, providing guidance and support.
• Set performance goals, conduct regular performance evaluations, and manage staffing needs.
• Develop training programs to ensure that the team is knowledgeable and effective in their roles.
2. Customer Support Operations:
• Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media).
• Develop and enforce customer service policies and standards to maintain service consistency.
• Handle escalated customer issues and resolve complex inquiries or complaints.
3. Performance Metrics & Analysis:
• Track key customer service metrics such as response time, customer satisfaction, first-call resolution, and case handling times.
• Analyse customer feedback and identify areas for improvement to enhance the customer experience.
• Prepare reports and present insights to upper management, offering recommendations for operational improvements.
4. Continuous Improvement:
• Implement tools and systems to streamline the customer service process, such as CRM software or ticketing systems.
• Stay updated with industry trends and best practices to continually improve customer service strategies.
• Collaborate with other departments (e.g., sales, product development) to ensure alignment and customer-centric initiatives.
5. Customer Relationship Management:
• Build strong, long-lasting relationships with key customers and clients, addressing their needs and concerns proactively.
• Act as a point of contact for high-level customer interactions and inquiries.
• Gather customer feedback to influence product or service enhancements.
The Person
Skills:
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to handle difficult or escalated customer situations calmly and professionally.
• Proficient in customer service software (e.g., CRM systems) and Microsoft Office Suite.
• Analytical skills to interpret service metrics and customer feedback.
• Strong problem-solving skills and a customer-first mindset.
Desirable
Education:
Business Administration, Communications, or a related field preferred. In the absence of formal qualifications, relevant previous experience will be considered
Experience:
Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
Additional Information
Work Environment:
• Office-based.
• Fast-paced, requiring the ability to handle multiple tasks and priorities simultaneously.
Salary: £32,000 - £35,000
Benefits:
• Company Pension contributions
• 31 days holiday entitlement (Including Bank Holidays)
• Extra holiday entitlement (following 2 years of service)