Customer Service Representative - Aftermarket Service

DESCRIPTION

We are looking for a talented Customer Service Representative - Aftermarket Service to join our team specialising in Service for our CUK Service department in Leeds, United Kingdom.

This role requires 100% presence in the office.

In this role, you will make an impact in the following ways:

• Lead and Coordinate Service Technicians to ensure all customer and service requirements are met efficiently and effectively.
• Monitor Team Performance through regular reviews with leadership to ensure branch targets are consistently achieved.
• Drive Continuous Improvement by implementing development plans to address operational gaps and performance issues.
• Ensure Process Compliance by owning and auditing service procedures, supported by KPI data analysis.
• Manage Warranty Processes by delivering training and ensuring accurate job closure and full claim recovery.
• You will handle conflict situations effectively, focus on building strong customer relationships, and deliver customer-centric solutions.
• Uphold HS&E Standards by enforcing safety protocols, conducting risk assessments, and ensuring compliance on all sites.
• Safeguard People and Assets by promoting staff welfare, maintaining cleanliness, securing equipment, and ensuring environmental responsibility.

• Strategic Planning & Prioritisation: You'll need strong organisational skills to align daily tasks with broader business goals. You will coordinate and supervise Service Technicians to meet all service and customer requirements, and you will conduct regular performance reviews with the Service/Branch Manager, CSA, and WS Foreman to ensure branch targets are met.
• Analytical Thinking & Data Fluency: Success will depend on your ability to interpret and communicate both qualitative and quantitative data—using tools like dashboards and reports to drive performance insights and operational decisions.
• Effective Communication & Visualisation: You must be able to tell compelling stories with data—translating complex service metrics into clear, actionable insights for technicians, managers, and customers alike. You will own and enforce all service processes and procedures, supported by regular audits and KPI reviews.
• Leadership in Compliance & Safety: A proactive approach to enforcing health, safety, environmental, and operational standards is essential—ensuring your team not only meets KPIs but does so responsibly and sustainably. You will ensure environmentally responsible operations, and promote staff welfare, encouraging open communication and participation in monthly Health & Safety meetings.

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. Computer Literate.
• Knowledge of Microsoft Office.
• Ability to work under pressure with self-drive and initiative.
• Proven experience in aftermarket customer support, preferred but not essential.
• Proven experience within the Powergen Stand by and Prime Power Business Sector, preferred but not essential.
• Supervisory skills. Preferred but not essential.
• Industry knowledge in the repair and maintenance of electromechanical equipment is preferred but not essential.