Aftersales Support Manager

Aftersales Support Manager

Crawley, West Sussex

£35,000.00 per annum (DOE)

Full-time, permanent

Aftersales Support Manager

Customer Service Leadership | SLA-Driven Environment | UK

We are seeking to recruit a motivated and experienced Aftersales Support Manager who has worked within an SLA environment and has proven coaching and management skills. This is a pivotal leadership role within customer services for a dynamic business, where your expertise will be central to driving exceptional customer service and operational efficiency across its support operations.

The Role: Driving Service Excellence

This is a hands-on management position where you will lead, support, and motivate a small and dedicated Aftersales Support Team. Your core focus will be to champion a solution-driven, customer-focused culture while ensuring strict adherence to Service Level Agreements.

Key Responsibilities

• Serve as the Line Manager, providing leadership, coaching, and people management to the Aftersales Support Team.
  


• Act as the key point of escalation, managing complex issues with a calm, solution-focused approach.
  


• Drive continuous improvement initiatives to enhance service quality and operational efficiency.
  


• Track and manage the team against Key Performance Indicators (KPIs), contributing to service performance reports.
  


• Ensure seamless, end-to-end service delivery for both reactive support and planned preventative maintenance.
  

The Ideal Candidate (Essential Experience)

The successful Aftersales Manager will be a confident and proven leader in a fast-paced support environment.

• Experience: Proven experience (5+ years preferred) managing Customer Support or aftersales teams within an SLA-driven environment is essential.
  


• Skills: Strong leadership, excellent communication, superior customer relationship management, and solid analytical skills.
  


• Logistics: Flexibility and availability to provide out-of-hours and weekend support as part of a 1-in-4 weekend rota.
  

Salary & Package

• Salary: From £35,000.00 per annum (Dependent on experience)
  


• Hours: 08:30am - 17:00pm, Monday to Friday + 1-in-4 weekend support.
  


• Out of hours and weekend support as part of a 1-in-4 weekend rota for which you will be paid in addition to your annual salary.
  


• Benefits: Company Pension, Health & Wellbeing Programme, Free Parking, Employee Discount, and Company Events.
  

Team Leader, deputy manager, deputising manager, supervisor, assistant manager, line manager