Technical & Customer Service Director

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Oxford, Oxfordshire | Ref: BBBH23159

£65000 - £75000 per annum + Bonus + Car + Benefits

Technical & Customer Service Director

Global Brand


c £75,000 + £15,000 Bonus + Car Allowance + Benefits

Role Profile

Outstanding opportunity for this newly created Director level role, overseeing Technical and Customer Service UK Operations for this Global Consumer Brand.

To provide overall direction and leadership to the Sales Fulfilment and Customer Service teams (25 staff):

  • Ensuring retail customers and end user consumers' experience surpasses expectations
  • Strategic development of the IT and communication systems
  • Development of strategic training
  • Manage the department's: budget; strategy; objectives; and KPIs.
  • Manage the third-party provider for after sales and spare parts
  • Work closely with internal departments to ensure customer feedback on technical issues with products are reported back to the relevant departments for future design and product development.

Direct and oversee all aspects of the customer service function including policies, objectives and initiatives:

  • Develop and monitor service level standards focusing on response times for both pre and post sales.
  • Recommend and drive service enhancements to improve customer satisfaction.
  • Manage customer service budgets including but not limited to recruitment, overtime costs, exchanges and compensation driving costs down without affecting standards.

Management of Aftersales and spare parts contract:

  • Terms review, agreement and management.
  • Creation of revised SLA with third party provider
  • Monitor performance levels meeting client on a quarterly basis
  • Engagement with and deployment of SLA between Service partner and Engineers
  • Analysis of invoices, checking against actual jobs and ensuring costs
  • Look for opportunities to increase efficiency of the Service operations and increase recovery rates.

Skills & Experience

A solid technical background

Experience within the service provider sector and operating at a senior management level.

Management of a portfolio of contracts

Excellent stakeholder management skills

SLA Management

Ability to understand customer business processes and the IT landscape rapidly

Strong strategic and customer focus understanding wider issues impacting the relevant markets

The Individual

Excellent analysis and problem-solving skills.

Highly ambitious with willingness to work with people.

Ability to work independently and as part of multiple teams.

Good verbal and written communication skills.

Enthusiasm to deliver the brand experience.

Desire to achieve the highest standard of personalised customer care.

5+ years' experience in a similar role.

Client information

Global Consumer Brand with UK headquarters in Oxfordshire


c £75,000 + £15,000 Bonus + Car Allowance + Benefits

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