If you’re looking for a progressive and rewarding career and you thrive in a fast-paced, fun and team-orientated environment, then look no further!
Overview of Vax:
Our heritage-rich, expert-led business has always had the same goal: to prioritize innovation and to design easy-to-use products that seamlessly integrate into our customers' lives, offering reliable, quick solutions to cleaning homes, whatever the mess.
Vax has forged its reputation as a brand that focuses on the needs of its customers. Our culture of innovation is at the heart of everything we do and we work hard to constantly think of new ways to improve our products, ensuring that we deliver premium quality products for our customers.
Product Support Manager
An exciting role has opened up within the Customer Services Team @ Vax. The position reports directly to the Head of Customer Planning and Readiness and is responsible for the management of the product support team and all product support work areas. The areas include warranty claims, product introduction, customer product reviews and ongoing management of live products providing support to both our customer service team and directly to customers.
If you have a creative / training background, the Product Support Manager could appeal as you will be responsible for the internal product education of the customer service team from induction onboarding to refresher support, training will be delivered in varied styles including classroom and online.
What happens on a day-to-day basis?
The role has so many elements to it along with critical business deadlines that no day will be the same. The position is a people role and involves you liaising with customer services, product management, quality, operations and engineering. You are the keeper of our master knowledge database hence providing information of several content types across the business.
You will also –
* Provide product insight – you will be responsible for the delivery of customer review scores and commentary into the business. Reviews to be linked to overall product insight from all customer content linked to the product.
* Manage the warranty claims process including the responses to consumers, relationships with third parties to aid a resolution and full case management within our CRM platform. Provide evidence when required with complete accuracy to any case reviews.
* Provide team management – On a daily basis guide and coach team members, setting work schedules and monitor the backlog tasks.
* Attend and collaborate as part of the onboarding and go live management of our product portfolio – Contribute to the content for all business scheduled program reviews.
What do we need from you?
Within the role of the product support manager there are daily/weekly and longer-term planning tasks therefore organisational skills to keep on track are going to be needed. The ability to talk to and work with a range of people and departments should be demonstrable throughout your work history. Previous experience of presenting would be great but if you don’t have this it is a skill that can be developed!
If this role sounds of interest, then please do not hesitate to apply!
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