Head of Aftersales
We are one of the UK’s leading suppliers of flat-pack furniture and household items.
Lassic is looking to appoint an experienced Aftersales Manager to take overall ownership of the Customer Service, Returns and Parts functions and drive improvements across the aftersales operation.
Key Responsibilities will include:
· Take overall responsibility for the performance and development of the Customer Service, Returns and Parts department.
· Review existing processes, systems and ways of working, identifying inefficiencies and opportunities to improve the customer experience.
· Establish clear KPIs, targets and performance measures, creating a culture of accountability and continuous improvement.
· Introduce robust processes and standards to improve response times, resolution rates, returns handling and overall customer satisfaction.
· Manage relationships with external system providers, couriers and selling platforms, ensuring issues are addressed effectively and improvements are implemented.
· Analyse customer feedback, complaints, returns and operational data to identify trends and drive corrective action.
· Ensure that problems are approached with a “how do we solve this?” mentality rather than simply identifying what went wrong.
· Provide regular reporting and insight to the Managing Director, highlighting performance, challenges, opportunities and progress against improvement plans.
· Take ownership of projects and initiatives designed to improve efficiency, reduce costs and enhance the customer experience.
· Work collaboratively with internal departments to improve communication, service delivery and efficiency.
· Identify and implement process improvements to reduce errors and enhance the customer experience.
· Conduct regular one-to-one meetings, performance reviews and coaching sessions.
· Support recruitment, onboarding, training and continuous improvement initiatives.
· Support with Ad hoc projects when required.
What We're Looking For
You are likely to have:
· Previous experience as an Aftersales Manager or in a similar Senior Customer Service.
· A proven track record of delivering Aftersales KPIs.
· Strong leadership and people-management skills.
· Experience improving processes and implementing effective solutions.
· Strong analytical and problem-solving skills.
· Experience working with online retail marketplaces and e-commerce platforms.
· Excellent communication and organisational skills.
· A self-motivated, results-focused and commercially aware approach.
This is an excellent opportunity for an experienced Aftersales Manager to join a successful SME business where they can have genuine influence and make a measurable impact.
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Casual dress
- Employee discount
- Free parking
- On-site parking
Work Location: In person
