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Aftercare Service Delivery Manager role at a multi-award-winning smart home integration specialist with over 20 years of success in the Prime and Super Prime residential market.
Job Responsibility:
Support the Head of Aftercare in managing the aftercare division
Act as the key point of contact between clients and the Aftercare team
Step in as deputy for the Head of Aftercare when required
Manage and motivate the team to meet and exceed KPIs
Oversee service delivery via the ticketing system, ensuring efficiency and accuracy
Serve as the second line point of escalation for client service issues
Maintain strong client relationships, focusing on satisfaction and retention
Identify opportunities to generate additional monthly revenue
Ensure service delivery meets deadlines, contractual obligations, and quality standards
Uphold a professional approach when working with Prime and Super Prime clients
Requirements:
Strong interpersonal, communication, and conflict resolution skills
Proven background in client relations, account management, or customer service
Excellent verbal and written communication abilities
Solid administration, coordination, and project management skills
Detail-oriented with strong analytical abilities
Ability to lead, motivate, and develop team members
Experience with ticketing and/or contract management systems
Track record of creating and delivering training plans
Ability to work under pressure with a positive, solutions-focused mindset
Experience in reporting and spotting trends within performance data
Nice to have:
Familiarity with smart home technologies (advantageous)
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