The Role: After Sales Manager UK&ROI
Location: Slough/Maidenhead (onsite)
Employment: 12-14 month Maternity Cover (must be available to start mid April 2025)
Make Your Mark. Shape Your Future.
It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you? Join our top-notch team of nearly 60,000 professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT, CRAFTSMAN, CUB CADET, STANLEY and BLACK+DECKER.
What you'll Do
To manage the day-to-day running of all aspects of Stanley Black & Decker UK's After Sales Support Team based in Slough. This includes managing the Slough After Sales Team and the support/IT systems utilized by the team, owning training and development requirements of the team and striving to deliver a best-in-class aftercare position to our customers; these being a mixture of end users (consumers, professionals, and companies) and distribution partners.
Key Responsibilities
* Manage daily operations of the Slough After Sales Team, including training and development.
* Oversee office operations to ensure exceptional After Sales Support for customers and interfacing departments.
* Ensure accurate logging of customer activities using Salesforce.
* Handle UK and ROI complaint services, including liability and injury claims, coordinating with relevant teams.
* Serve as lead contact for global support provided by the End User Care Team and engage in continuous learning.
* Build and maintain relationships with internal stakeholders including the wider National Service Centre Team, the wider After Sales Service Team, the wider Spennymoor Site Team, Product Management, and Training Teams.
* Ensure compliance with Environmental, Health, and Safety (EHS) requirements and standard operating procedures.
Who You Are
* Strong leadership and people management skills with a positive, professional, and flexible approach.
* Excellent business acumen and communication skills, both written and verbal, with a confident and mature customer approach.
* Proven ability to solve problems, manage complex tasks, and work under pressure to meet deadlines.
* Team player with excellent interpersonal skills, capable of building and maintaining key relationships at all business levels and with suppliers.
Requirements
Qualifications
* Educated to degree level or above (dependent on experience / desirable).
Knowledge & Experience
* Working experience of Salesforce (Desirable).
* Working experience of Five9 (Preferred).
* Working experience of Microsoft Office (Desirable).
* Working experience of SAP (Preferred).
* People and Department leadership experience, preferably in a role dealing with complex tasks and of a technical nature.
How You'll Feel
We want our company to be a place you'll want to be - and stay. Being part of our team means you'll get to:
Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera, and online university.
Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.
Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.
What's more, you'll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We're more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We're visionaries and innovators. As successful as we've been in the past, we have so much further to go. That's where you come in. Join us!
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or any other protected characteristic.
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