The role will be reporting to the Aftersales & Refurbishment Manager and you will:

• Be the single point of contact relating to third Party Aftersales, Repair and Refurbishment support accounts.
• Travel to third party sites, warehouses and offices to carry out regular performance meetings, business reviews and site reviews.
• Take ownership of Spare parts management to create one process for all, increase spares availability and provide an out of warranty spares revenue stream.
• Be responsible for ensuring we consistently improve agent turnaround times, Maintain and improve agent SLA & KPI Performance
• Provide support and assistance to the Commercial Clearance and Returns team in all other areas of stock clearance, as required. 
• Be responsible for receiving, processing and reviewing all third-party service invoices relating to supported accounts.
• Work with Repair service providers to increase and drive repair participation across the business

What you need to do

The main accountabilities of the role are:

• Manage the service delivery from our third-party service providers ensuring the contractual service level agreements and key performance indicators are met, whilst setting stretching targets to drive continuous improvement. Ensuring:
  • Insightful MI from service providers is obtained
  • Improvement areas are highlighted, and plans are developed accordingly with clear objectives & timelines for completion
  • Regular communication with service providers
  • Regular review meetings are carried out
• Manage the end to end after sales proposition of accounts across category area of responsibility to ensure the process delivers the required outcomes in line with the overall returns reduction agenda, whilst delivering an optimal customer experience
• Develop a new approach to spare parts management, incorporating current provisions, increasing spares availability, and creating a none warranty revenue stream.
• Engage relevant business functions to educate on the importance of after sales as being a key factor in the overall returns reduction agenda, gain buy in and support from key stakeholders to support delivering the returns targets & objectives
• Ensure after sales propositions are clearly communicated to customers via product information (i.e. instruction manuals, labelling, leaflets, online)
• Consistent and meaningful management information relating to repairs, spares & pre-sale enquiries collected and made readily available to business functions & key stakeholders on a regular basis and in a form that can be readily used to enabled enhanced selection criteria and cost negotiations
• Work direct with Suppliers to ensure they are fully engaged to support the process though help lines, instruction manuals and product labelling
• Invoice and Cost per call monitoring to ensure services provided are within budgeted costs
• Work closely with Retail teams, regional managers and stores/contact centre to drive change and increase repair booking %.
• Monitor agent repair, spares and service invoices to ensure consistency in services and carry out cost analysis.
• Work closely with finance and Trading teams to ensure pricing structures for aftersales services are up to date for White Goods Service provisions.