Experience

Capital Cooling Ltd

• United Kingdom
• Food & Beverages
• 1 - 100 Employee

• National Service Manager

  • Dec 2012 - Present

  Responsible for manage field operations to ensure the effective and efficient deployment of service and engineering resources throughout the UK. Maintaining high quality service to customers and service levels whilst minimising costs. Implementing new and updated service structures to ensure maintenance and service solutions meet customer requirements. Duties Included: • Providing an excellent level of Customer Service to both internal and external customers that achieves the standards outlined in Capital Cooling Ltd’s Quality, Safety and Environmental Policy statements • Ensure Punctuality and professional courtesy is maintained at all times • Measuring and managing workload throughout the Service Department • Identifying training needs • Supervising and motivating staff • Interacting with the Regional and Account Managers • Monitoring Service level Agreements • Analysing KPI’s • Taking on unique projects for the Managing Director • Assist with the exchange of information with other departments regarding Customer Accounts • Participate in the Training, Staff Appraisal and Review Process • Liaison with HR to recruit and interview staff for Service Department • Monitor Call Volumes, Customer KPI’s and ensure Client Response Times are met • Ensure that External customers are advised when response times and KPI’s cannot be achieved and ensure that client’s websites are updated accordingly where required • Control and Resolve Complaints from Customers • Assist with the exchange of information with other departments regarding the business Show less