Office Role

Customer Care Manager - Supporting All Sites

Position: Customer Care Manager - Supporting All Sites

Location: North East Wales


Competitive Salary


  • Monday to Friday 8am – 5pm
  • Office based
  • 33 days holiday per year

More Details:

Ifor Williams Trailers (IWT) is Britain's leading trailer manufacturer, operating at five advanced manufacturing sites across North Wales. The company was established in 1958 and to date has manufactured over half a million trailers.

The wide product range includes Livestock, Horsebox, General Duty, Tipper, Plant, Flatbed, Box Van trailers, Car Transporters, and pick-up Canopies. The customer base is equally diverse, ranging from the agricultural community to the plant and commercial industry and the leisure sector.

The company's philosophy is to design and manufacture trailers of the highest quality that combine the latest technology with strength, durability, ease of maintenance and value for money.

Role & Responsibilities:

We are looking to recruit a motivated and enthusiastic individual to Manage our Customer Care Department. You will be responsible for managing, administering and responding to incoming calls and emails from end customers and our Distributor network.

You will need to be organised, hard-working and this role will allow you to develop excellent product and company knowledge.

Ideally, previous experience in customer service and administration in a Manufacturing setting is preferred, but not essential. If you are willing to learn and have an enthusiastic can-do attitude, we will provide the required training for you to be successful.  You will report to Senior Manage

Key Responsibilities

  • Completion of Departmental KPI’s
  • Identifying and implementing system and process improvements
  • Accurately record details of customer feedback (both positive & negative) in the customer care database
  • Reporting trends to Senior Management
  • Reducing risk and protecting the business from unsubstantiated or fraudulent claims
  • Problem  solve any customer issues
  • Drive Product Development  based on Feedback
  • Manage claims  and the warranty process
  • Accurately manage product recall campaigns
  • Write and maintain Standard Operating Procedures to reflect any new process changes
  • Supporting our global distributor network
  • Attend Trade Shows

Key Requirements & Experience

  • Excellent written and verbal communication
  • Ability to work cross functionally with a number of stakeholders, understanding customer needs, unique departmental needs and crucially the needs of the business
  • The ability to learn and adapt to new processes
  • Empathetic to customer issues with a professional and courteous approach
  • The ability to speak confidently and clearly
  • Good time management and the ability to prioritise tasks based on urgency
  • Effectively build good working relationships with colleagues and the Distributor network
  • Preferably experience in Customer Service  

If you would like to discuss this opportunity in more detail, please contact the Recruitment Team on 01490 412 626.

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