Service & Aftercare Manager
The successful applicant to the Service & Aftercare Manager position will lead and develop the company's aftercare and remedial services department for our uPVC windows, doors, conservatories, and home improvement products.
While maintaining excellent customer service and ensuring remedial issues are resolved efficiently, the successful candidate will also be responsible for transforming the aftercare function into a commercially successful department. This will include:
- Correctly differentiating between genuine warranty claims and claims that fall outside of guarantee, and identifying & selling chargeable repair opportunities
- Generating revenue from existing customers, via aftercare services and additional quotations
- Improving operational efficiencies & reducing warranty remedial costs
- Supporting the growth of the aftercare department through proactive customer engagement, alongside Installations Manager[s] & Business Support Manager
The role requires a commercially minded individual, who can balance customer satisfaction with business performance, helping to maximise the value of our existing customer base, while maintaining the company's reputation for quality and service.
Key Responsibilities
- Efficiently manage the company’s existing aftercare/remedial department & service engineer[s].
- Manage and maintain the remedial booking process, ensuring that all warranty claims are dealt with in a timely manner.
- Develop and implement strategies to transform the aftercare department into a long-term profitable business function.
- Identify opportunities for chargeable repairs, upgrades, replacements, maintenance work, and additional home improvement products.
- Generate quotations for chargeable remedial works and small works projects.
- Work closely with the sales and installations teams to identify opportunities for repeat business and customer referrals.
- Work with Installations & Warehouse Managers to identify opportunities to reduce the rate of remedial calls required on new installations.
- Work alongside senior management team to create and develop potential aftercare packages, maintenance programmes, and service offerings.
- Monitor and improve departmental profitability through effective planning, cost control, and resource utilisation.
- Analyse service data to identify trends, recurring issues, and opportunities to reduce warranty and remedial costs.
- Ensure engineers maximise productive time and identify profitable opportunities whilst attending customer properties.
- Develop processes to convert customer service interactions into revenue-generating opportunities without compromising customer satisfaction.
Required Skills & Experience
Essential
- Excellent customer service and communication skills.
- Ability to manage multiple cases and prioritise workloads effectively.
- Strong organisational and problem-solving abilities.
- Competent with Microsoft Office Suite.
- Full UK driving licence.
Desirable
- Experience within the uPVC windows, doors, conservatories, or home improvement industry.
- Knowledge of installation processes and common product-related issues.
- Experience managing a profit centre, service department, or aftercare function.
- Experience producing quotations and managing small works projects.
- Understanding of customer retention, upselling, and relationship management.
KPI Measures
- Total number of generated and outstanding warranty remedial claims.
- Gross profit generated by the aftercare department.
- Chargeable works conversion rate.
- Value of additional works secured from existing customers.
- Measurable reduction in warranty and remedial costs.
- Customer satisfaction and repeat business rates.
Pay: From £35,000.00 per year
Benefits:
Application question(s):
- Are you based in the Highlands area, and able to attend work in person at our offices in Invergordon?
- Do you have experience working in the home improvements, buildings, or double glazing sector?
Language:
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
