Experience

VictoriaPlum.com

• United Kingdom
• Retail
• 100 - 200 Employee

• National Field Installations Manager

  • Jun 2019 - Present

  To develop and manage the company’s customer service proposition and Installation Service. Working in partnership with internal and external suppliers to ensure that all service levels and customer’s expectations are exceeded within budget whilst optimising profit opportunities. To develop and manage the company’s customer service proposition and Installation Service. Working in partnership with internal and external suppliers to ensure that all service levels and customer’s expectations are exceeded within budget whilst optimising profit opportunities.



Bathstore

• Retail
• 100 - 200 Employee

• Divisional Installations Service Manager

  • Jun 2014 - Feb 2019

  To manage Bathstores service and installations propositions. To ensure all Bathstore installations are completed to the highest standards and achieving legal requirements.The Service and Installations Manager is a pivotal role within the commercial operations team. This role covers all stores, owned and franchised, and Installations teams within a geographical region.FINANCIAL PERFORMANCE:-Deliver budgeted profit forecasts for the Installations business stream.Manage cost of failure forecasts.Manage remedial costs.Manage issues to reduce escalation needs.KEY RESPONSIBILITES:-Managing, supporting, developing and engaging a team of effective Installation Service Managers and contact centre teams to deliver a world class service.Ensure completion of all installations on time with the minimum of disruption to the customer.Manage the customer complaint escalation process to ensure complete customer satisfaction.Manage supply only complaint escalation process to ensure complete customer satisfaction where necessary.Assist with the training and development of Installations personnel in order to maximise customer satisfaction rates.Assist with the training and development of store personnel in order to maximise sales.Coach and share best practice with store personnel in order to deliver an award winning customer experience.Monitoring service, sales and cost management performance using KPI reports, planning for, proposing and taking corrective action to ensure targets are met.Managing the relationship with Regional Managers, Sales Managers and stores.To support other installations and Service personnel to improve and develop customer service and control costs.To ensure sufficient quality and engaged installers to meet current and future demands.Developing and encouraging a spirit of open and honest feedback to and from all members of the team.Deputise in the absence of the line manager. Show less

• Field installations manager

  • Nov 2013 - Jun 2014

• Regional sales Operations manager

  • Oct 2012 - Oct 2013

  Sales Operations manager resposible for 21 Stores,developing showroom Managers,their teams to provide an excellent customer experience to maximise sales.