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Honeywell Service Manager in Horsham, United Kingdom

Join a team recognized for leadership, innovation and diversity

Service Manager

Horsham

Honeywell Home and Building Technologies helps homeowners stay connected and in control of home comfort, security, fire systems, and air and water purification. We help building owners and occupants ensure their facilities are safe, comfortable, and sustainable. Our products and technologies are installed in more than 150 million homes and 10 million buildings worldwide.

Job Role

  • The Service Manager, is fully responsible for the day to day management of the Trend Advance & Ex-Or Customer Care Team.

  • They are responsible for delivering first class, professional customer service to our customers.

  • Drives process improvements and eliminates waste to increase productivity and customer experience.

  • Establishes and builds strong working relationships with front line administrators and account managers.

Key Responsibilities

  • Work closely with Regional Managers as well as the administrators team to execute customer and business requests.

  • Establish and measure key performance indicators to improve processes, enhance customer experience and reduce waste.

  • Motivating and driving performance with the team, achieving the targets set adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.

  • Monitor and track critical customer issues daily providing feedback timeously.

  • Responsible for ensuring customers are kept updated on a regular basis determined by the nature of the request and or customer.

  • To analyse and review performance information to identify trends and training needs, ensuring that improvements are continually made and performance is measured consistently.

  • Provide the organisation with new/ and/or changed processes to continuously increase service and productivity and monitor the implementation, performance and success.

  • Coaching and mentoring of individuals to support their ongoing development against the company behavioural framework. This will include conducting appraisals.

  • To conduct regular team meetings.

  • Take ownership of and resolve accordingly any queries escalated by the Customer Care Team.

  • Maintain an ongoing commitment to improve knowledge of systems and processes in order to contribute positively to ongoing development and service improvement.

  • Support projects and process improvements to increase customer experience and productivity.

  • Monitor and support resolution of disputes within area of responsibility

  • Produce ad hoc & planned MI (Management Information) reports for customer / sales leader - OTTR/key account performance, front foot/building relationships.

  • Effective problem resolution and root cause analysis prevention, with good communication throughout the business.

  • Knowledge share where applicable & appropriate.

  • Represent the customer within the business.

  • Maximise growth opportunities for the service business.

  • Align opportunities to expand / link offerings within the service business

Key Metrics

  • Achievement of KPI's to deliver key objectives and enhanced customer experience.

  • Customer satisfaction ratings.

  • Excellent customer (internal & external) satisfaction feedback.

  • Excellent Business communication internally & externally (seen as ‘go to’ for issues).

  • Demonstrate process improvements.

  • Demonstrate an all-round understanding of business within their control (business performing or underperforming & reasons why).

Key Skills and Experience

  • Customer centric with a go-do attitude.

  • You'll have people management experience and be capable of motivating a team.

  • Excellent communication skills both written and verbal.

  • Effective problem resolution.

  • You'll be self-motivated capable of working to challenging team/personal targets.

  • You have the ability to work to tight deadlines.

  • Analytical thinking – ability to understand cause and effect.

  • Think Ahead, Be Pro Active and Take Ownership.

  • Manage pressure effectively.

  • Good organisational skills with an ability to prioritise.

  • Internal compliance – Ensure that the Customer Care Team follows and applies company policy and procedures.

  • Attention to detail and accuracy.

  • Understanding of our systems (SAP) and processes and business systems.

  • Microsoft Office knowledge, strong with Excel.

  • High level of interpersonal skills / communication skills, Good people skills for building relationships with colleagues at all levels.

  • You'll ideally have experience in a Customer Service environment.

  • Experience in influencing at all level of the organization.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Additional Information

  • Category:Customer/Product Support

  • Location:St Marks Court, Horsham, WEST SUSSEX RH12 1BW GBR

  • Exempt

  • The Future is What We Make It

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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