Accounts Manager

Alexander Daniels are working with an excellent business who are recruiting for an Accounts Manager to provide after-sales support to enhance customer retention, manage service teams, handle complaints and warranty cases, and ensure high customer satisfaction. In this role you will be responsible for leading and managing a small team to ensure the highest standards of service delivery and customer satisfaction. This role involves handling escalated customer issues, developing and implementing service policies, monitoring performance, and continuously improving the customer support experience post-sale.

Responsibilities:

• Lead, manage, and develop the customer service and after sales team to ensure timely and effective resolution of customer queries and complaints.

• Create, implement, and maintain customer service policies, procedures, and standards to ensure consistent, high-quality service.

• Monitor and analyse customer feedback and service metrics to identify trends and areas for improvement.

• Manage escalated customer complaints and resolve complex issues to maintain positive customer relationships.

• Coordinate with other departments such as sales, logistics, and finance to ensure seamless customer experience and service delivery.

• Train and onboard new customer service team members to align with company service standards and best practices.

• Develop and maintain reporting structures, including performance dashboards, to track team effectiveness and customer satisfaction levels.

• Oversee after sales support activities such as warranty claims, returns, and refunds processing.

• Foster a customer-centric culture across the team and contribute to continuous improvement initiatives.

Experience:

• Proven experience (typically 3-5+ years) in customer service management or after sales management, preferably in Domestic Appliance Delivery / White goods.

• Strong leadership and team management skills with the ability to motivate and inspire staff.

• Excellent problem-solving and conflict resolution abilities.

• Outstanding communication skills, both written and verbal.

• Strong organisational and multitasking skills.

• Proficiency in customer service software, CRM systems, and Microsoft Office suite.

• Ability to analyse data and generate insightful reports to inform decision-making.