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Customer Support Manager

Location: Burgess Hill, West Sussex
Type: Permanent, Full Time
Hours: 37.5 hours/5 days per week, Monday – Friday
Salary: Competitive package, plus overtime, staff discount and attendance bonus
Reporting to: Operations Manager

Main Responsibilities

  1. Managing engineering requests received from customers
  2. Liaising with customers and allocating appointments in the engineers' diaries
  3. Supporting the engineers by liaising with suppliers to obtain spare parts and to manage obtaining spare parts under warranty and returning faulty parts
  4. Preparing quotes for repair estimates for customers and other government bodies
  5. Managing the administration of the Motability scheme including engineering call outs, insurance claims and servicing
  6. Writing letters to customers advising of the need to service their equipment
  7. Preparing weekly reports of engineering calls, warranty repairs, Motability and comparing to response targets
  8. Maintaining out of hours cover diaries across the engineers
  9. Managing scooter trade-ins received, ensuring scooters are serviced and ready for sale. Removal of parts and scrapping unviable scooters
  10. Managing the scooter loan fleet including periodic servicing, rotation and safety inspections
  11. Maintaining technical files of illustrated parts breakdowns and safety bulletins

Skills Needed

  • Good communication skills to deal with mainly elderly and disabled customers, mainly on the phone
  • Ability to work under own initiative
  • Organised and thorough
  • Good attention to detail

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