Scope:
Oxford House, synonymous with the import and retail of home appliances, kitchens, home furniture, bedding and office solutions, is seeking to recruit the services of a Service Manager. The Service Manager is responsible for the organisation’s overall after-sales function, including the technical field, spare parts, customer care call agents, and always ensuring the highest level of customer satisfaction. The role involves managing the daily operations to meet company standards, supervising service staff, managing service schedules, handling customer complaints and enquiries, as well as maintaining a productive and efficient service environment.

Essential Duties and Responsibilities:

• Manage and supervise the after-sales team, namely technicians, spare parts personnel and call agents, including the provision of on-going training, and performance evaluation.
• Oversee the day-to-day operations of the service department.
• Ensure customer satisfaction by maintaining high service standards.
• Manage communication with clients and actively participate in escalated complaints targeting resolution.
• Monitor technical response time, while managing effective appointment scheduling.
• Oversee the full supply chain process of spare parts, while being accountable for inventory.
• Develop and implement service policies and procedures to ensure efficiency and high-quality service delivery.
• Liaise with foreign and local counterparts to fulfill after-sales obligations.
• Liaise with the marketing department to continuously improve customer feedback mechanisms and reputation management.
• Evaluate and implement changes to the operating system and software targeting enhanced efficiency and effectiveness.
• Stay updated with the latest industry trends and technologies.
• Ensure full health and safety compliance is in place, reporting incidents as required.

Requirements:

• Strong leadership and team management skills.
• Excellent customer service and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflict effectively.
• Proficiency in service management software and tools.
• Strong organisational and time management abilities.
• Proficiency in both Maltese and English is essential.

Education and Experience:

• MQF Level 6 qualification in Business Administration, Management, or a related field will be preferred, however, those in possession of a diploma level may still be considered.
• Proven experience in a service management role, preferably within the appliances field.
• Preference will be given to an individual with a technical background.

If you meet the above criteria, we invite you to send us your updated CV and letter of application addressed to [email protected].