Local Network Coordinator

ARE YOU THE ONE?
At Samsung UK, the Customer Experience team is the go-to squad for all things customer support, covering a wide range of products and services. They are a pivotal part of the organisation, standing shoulder-to-shoulder with Sales, Marketing, and Finance on the local scene, while being a crucial cog in the global Customer Service network.
The mission is to accompany customers throughout their entire product journey, from pre-purchase advice to ongoing support, all the way to their next purchase. The aim is to generate customer loyalty by delivering enjoyable experiences.
You’d use a blend of digital tools, contact centre assistance, and a network of engineer resources, whether it's on the high street, at home, or at our central repair centres.
Joining the Customer Experience team at Samsung means being at the heart of customer support across the company. You'll play a pivotal role in driving brand loyalty, contributing to organisational success, and nurturing growth.
WHAT YOU’LL BE UP TO
REPAIR PARTNER SUPPORT
Visiting targeted partners, identifying issues, and dedicating on-site time to address specific performance opportunities. Work collaboratively with CE Service partners to build action plans to turn around under performance and implementing change
Manage our repair partner queries via our Salesforce platform giving timely updates and solutions to support & enhance the customer journey
Maintain a close working relationship with our key repair partners to understand any changes to their business that would have an impact on our customers inclusive of process/procedure changes and contract adjustments

PROCESS IMPORVEMENT
Review UK authorised CE service network's key performance metrics to support the NPC team with targeted weekly planning focusing on operational priorities.
Identify the best practice and seek out where synergies exist for the wider adoption across other operating models
Contribute to developing services in line with operational experiences to ensure the continual operational improvement and strengthening of the Samsung Brand

PROBLEM SOLVING
Support senior leadership in addressing urgent business-critical incidents within the authorised support network
Identify areas for improvement in the CX infrastructure and implement necessary changes.
Flag concerns to relevant sub-teams within CX, such as product liaison, CEO Office, Finance, Credit, risk, and audit compliance.
Request support from Operational teams to address issues based on case analysis completions e.g. spare part delivery (shortages or damages), warranty claims (deductions or excessive delays), and flagged system problems

INNOVATION
Investigate in conjunction with the technical team why customers need repeated repairs based on multiple reported failure. Focus on product quality, engineers, and admin factors. Encourage the use of Technical Bulletins and drive awareness in conjunction with the technical teams of HASS and HRM usage.
Support key stakeholders in preparing for new products or process introductions by engaging partners and improving performance.
Identify and resolve opportunities to improve performance metrics for service partners not meeting service level agreements.

DATA ANALYSIS & COMPLIANCE
Ensure that Repair Authority, training and ongoing certification is in place and hitting target
Working with key members of the CX team to ensure partner KPI and process adherence.
Create reports and templates that can be used as “best practice” and shared with colleagues.
Report and support wider CX project teams, tracking progress against key success metrics and deliverables.

EFFICIENCY IMPROVEMENT
Improve partner appointment availability through the "One Touch Booking" tool in the contact center and online.
Work with the partners to improve their First Time Completion (FTC), through improved triage techniques and more efficient part handling (e.g. Van stock, part cut off times and technical bulletin adherence)
Manage Service Cost Ratio (SCR) through a reduction in manual invoices, improved repair activity (reduce exchange requests) and push for use of phone fix (PF) over physical visit where able

ARE YOU OUR PERFECT PARTNER?
You're excited for a role that incorporates both UK-wide travel and weekly onsite head office support, adaptable to changing your plans to support your repair partners and Samsung Management
You’re able to demonstrate strong organisational skills and autonomy to provide support where and when it's needed.
You’re able build robust business relationships with both internal and external stakeholders.
Your communication and interpersonal skills are strong and concise both verbally and across virtual platforms.
You're skilled at prioritising key issues to achieve targeted results.
You’re experienced in project management and process implementation.
You're proficient in the Microsoft Office suite, particularly PowerPoint, Word, Visio and Excel.
You've got experience in designing, compiling, and analysing reports containing service data.
You’re able to demonstrate a knowledge of Quality Management and Auditing
You’ll ideally have a full UK driving license
WHAT YOU CAN EXPECT FROM US
Competitive Salary: £30,000 - £33,500 Per Annum
Performance Bonus: 15%
Company Sick Pay
Samsung Discounts
Life Assurance: 4 times your annual salary
Perkbox (Rewards Portal)
Development Opportunities– our teams have historically moved into all manner of other jobs!