Aftersales Team Leader
Department: Quality / Aftersales
Location: Northwest England
Reports To: QHSE Manager / Departmental Manager
Salary: £37,000-42,000
Role Purpose
The Aftersales Team Leader / Technical Service Coordinator will lead and support the day-to-day coordination of the UK Aftersales function, ensuring customer enquiries, service requests, warranty matters, technical queries and internal actions are managed effectively and progressed in line with business requirements.
The role will act as a key link between customers, the Aftersales team, Service, Engineering, Sales, Operations and the departmental manager. The position will support workload planning, monitor open cases, coordinate service activities, provide practical technical guidance and help ensure customer issues are resolved professionally and in a timely manner.
This is an operational and technically capable team leader role, focused on coordination, communication, workload monitoring, practical team support and service delivery. It is not intended to be an administrative-only role and does not carry full departmental management responsibility; however, it will support the departmental manager by ensuring day-to-day Aftersales activities are organised, visible and progressed.
Key Responsibilities
Aftersales Coordination & Communication
Ø Act as a key point of contact for customer service enquiries, service requests and aftersales support matters.
Ø Relay information between customers, the Aftersales team, Service, Engineering, Sales, Operations and the departmental manager.
Ø Ensure customer queries and service issues are logged, tracked and followed through to completion.
Ø Coordinate service visits, fault investigations, corrective actions, customer support activities and occasional site support where required.
Ø Maintain visibility of open Aftersales cases and ensure updates are provided to relevant stakeholders.
Ø Support the coordination of warranty claims, returns, spare parts requests and associated documentation.
Workload Planning & Service Progression
Ø Support the planning and prioritisation of Aftersales workloads on a daily and weekly basis.
Ø Monitor case allocation, service requests and agreed actions to ensure progress is maintained.
Ø Coordinate internal resources to support customer requirements and response times.
Ø Work with Service and Engineering teams to help schedule attendance, technical input or customer support where required.
Ø Escalate delays, risks or recurring customer issues to the departmental manager.
Ø Support the team in working to agreed programmes, priorities and customer expectations.
Team Leader Responsibilities
Ø Provide day-to-day guidance and support to members of the Aftersales team.
Ø Support daily or weekly team meetings in line with departmental KPIs and priorities.
Ø Monitor team workload, individual task progression and completion of agreed actions.
Ø Promote good working practices, consistency and a customer-focused approach across the team.
Ø Support the development of team members through coaching, knowledge sharing and identifying training needs.
Ø Assist in monitoring individual work performance in line with company requirements, escalating concerns where appropriate.
Technical Support & Site Assistance
Ø Provide practical technical support to members of the Aftersales team where customer issues, service requests or technical queries require additional guidance.
Ø Occasionally attend customer sites to support fault investigations, service issues, aftersales matters or customer discussions where business need requires it.
Ø Support the team in front of customers by helping explain technical issues, agreed actions and next steps in a professional and customer-focused manner.
Ø Provide operational cover or substitute for an Aftersales team member where required, including during absence, urgent customer requirements or early-stage team growth, subject to competence and safety requirements.
Ø Work closely with Service and Engineering teams to understand product, system or installation issues and support appropriate technical solutions.
Ø Help build the technical capability of the wider Aftersales team through coaching, knowledge sharing and practical support.
Customer Service & Relationship Management
Ø Ensure customers receive professional, clear and timely communication.
Ø Support the handling of customer complaints, issues and escalations.
Ø Build effective working relationships with customers and internal stakeholders.
Ø Help ensure customer expectations are managed appropriately and service commitments are followed up.
Ø Identify recurring issues and support improvements to the customer experience.
Reporting, Documentation & Continuous Improvement
Ø Ensure accurate and timely completion of Aftersales records, service updates and customer documentation.
Ø Produce and maintain reports on open cases, response times, service activity and departmental KPIs.
Ø Review recurring customer issues and support improvement actions where required.
Ø Contribute to process improvements within the Aftersales function.
Ø Adhere to company quality systems and support the development of consistent Aftersales processes.
Internal Collaboration
Ø Previous experience in service coordination, customer service, aftersales, technical support, field service or similar customer-facing technical environments.
Ø Technical knowledge or practical experience within manufacturing, engineering, electrical, utilities, construction or technical service environments.
Ø Escalate technical, commercial or service-related concerns to the appropriate manager or department.
Ø Support wider business projects or improvement activities linked to customer service and aftersales delivery.
Knowledge, Skills & Experience
Essential
Ø Previous experience in service coordination, customer service, aftersales, technical support or operational administration.
Ø Experience within manufacturing, engineering, electrical, utilities, construction or technical service environments.
Ø Experience supporting, guiding or coordinating the work of others.
Ø Ability to provide hands-on technical guidance and practical support to a small Aftersales team when required.
Ø Confidence supporting customers directly, including discussing technical issues, actions and progress in a professional manner.
Ø Willingness and ability to attend customer sites occasionally to support the team, customer requirements or business continuity.
Ø Strong organisational and planning skills.
Ø Ability to manage multiple priorities and follow issues through to completion.
Ø Excellent communication skills, with the ability to work across multiple departments.
Ø Strong customer service and relationship management skills.
Ø Good problem-solving skills and a practical approach to resolving issues.
Ø Competent user of Microsoft Office, including Outlook, Word and Excel.
Ø Ability to maintain accurate records and service documentation.
Desirable
Ø Experience coordinating field-based engineers or service teams.
Ø Experience handling customer complaints or escalations.
Ø Experience using CRM, ERP or service management systems.
Ø Understanding of warranty administration, service reports or technical documentation.
Ø Experience providing hands-on technical support to field-based or customer-facing service teams.
Ø Technical understanding of electrical products/systems, switchgear, fault finding, commissioning or service support would be advantageous.
Ø Full UK driving licence, or ability to travel to customer sites as required.
Ø Experience supporting KPI reporting or service performance tracking.
Ø Team leader, customer service or management qualification.
Ø Understanding of ISO 9001:2015 Quality Management
Working Hours
Ø Monday to Thursday: 8:00am – 5:00pm
Ø Friday: 8:00am – 1:00pm
Benefits
Ø Bonus scheme (up to 10% each month)
Ø 24 days holiday plus 8 UK bank holidays
Ø Early finish Fridays
Ø Employee Assistance Programme
Ø Wellbeing Committee
Ø Team socials subsidised by the business
Ø Free parking
Ø Employee rewards programme (discounts, cashbacks, cycle-to-work)
Ø Pension scheme (6% employer contribution)
Ø Enhanced maternity/paternity leave
Inclusion Statement
Inclusion, equity and non-discrimination are fundamental pillars of our culture. Our selection processes are conducted following transparency criteria, regardless of gender, racial origin, religion, political ideology, sexual orientation, gender identity, age or disability. We embrace and acknowledge the uniqueness of each of our future collaborators and value diversity in all its expressions.
Pay: £37,000.00-£42,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Enhanced maternity leave
- Enhanced paternity leave
- Free or subsidised travel
- Free parking
- Health & wellbeing programme
- Sick pay
Ability to commute/relocate:
- St Helens WA9 5XH: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Will you now or in the future require VISA sponsorship for employment?
- Do you have experience working within an Aftersales, Service Coordination, Technical Support or Customer Service environment? If yes, please elaborate
- Have you worked within an engineering, manufacturing, electrical, utilities, construction or other technical service environment? If yes, please provide details
- Do you have experience supervising, coordinating or supporting the work of other team members? If yes, please provide an example of your leadership/coordination responsibilities
- This role requires regular interaction with customers regarding service issues, technical queries and complaints. Please describe your experience managing customer enquiries or escalations.
- Do you hold a full UK driving license
Willingness to travel:
Work Location: In person
