SAS jobs in London Heathrow Airport

The Company

SAS International are a world leader in the design and manufacture of metal ceilings, operating in the UK, EU, USA, MENA, and Australia. More than 800 committed and highly motivated employees in 6 countries contribute to SAS Internationals global success.

With over 50 years of progressive innovation, design and manufacturing excellence; we have diversified into associated disciplines such as partitioning systems and doors, energy efficient cooling and heating, room comfort solutions and internal architectural metalwork finishes.

Offering a diverse and inclusive culture, SAS are committed to offering employees a fulfilling career suited to their skills and ambitions. We encourage applicants from all backgrounds to apply.

Our company values are intrinsic to all we do at SAS – the 5 C’s. We are customer focused, obsessed with exceeding expectations. We are creative and value ‘outside of the box thinking’ to generate creative and innovative solutions. We are collaborative, fostering a culture of openness and respect. We are caring, we demonstrate the upmost care and respect for those around us, not only for our people, but also our social and environmental impact. We are committed to the collective goals of our business and driven to achieve these together.

The Role:

The Customer Care Partner position will be required to manage all operational aspects in liaison with the Customer Success Manager including, production, quality, planning, technical, transport and the SOP teams, from the beginning to the end in agreement to meet the customers’ expectations. You will be fully immersed in the team as a trusted and invaluable partner, clearly communicating with colleagues to ensure a high level of customer service is maintained. A customer centric approach will be the key to ensure that customer interactions are positive and leave them satisfied, bridging all communication channels internally/externally to streamline communication and workflow. Handle customer complaints and provide appropriate solutions within the time limits, follow up to ensure resolution and recording customer interactions. Be Articulate, a flexible problem solver and detail orientated with a genuine desire to find solutions.

The Person:

• Experience gained in a similar position / environment
• Construction/manufacturing/technical industry experience (desirable)
• A customer-focused mindset with a proactive approach to resolving issues and improving experiences.
• Problem solving/ business improvement techniques (desirable)
• Computer literate – with a good knowledge of all Microsoft applications
• Strong communication (verbal and written)
• Must be deadline and detail-oriented with strong analytical and critical thinking skills
• Ability to manage conflicting priorities, organised and methodical approach.

Responsibilities:

• Log and triage customer complaints to determine case allocation by site
• Investigate and diagnose the complaint or customer requests to progress to a satisfactory conclusion for the customer and the business
• Provide timely updates to customers regarding order status, maintaining clear and transparent communication.
• Liaise with Production teams to expedite delivery or service requests as per customer requirements.
• Review, monitor and update the CRM system with all communications
• Monitor Customer Care email and telephone line and ensure all queries/calls are responded to in a timely manner
• Develop and maintain strong relationships with customers to understand their needs, goals, and challenges.
• Monitor and report on key customer service metrics, service, delivery, cost capture, and resolution timelines.
• Work collaboratively with team members to ensure efficient service delivery, support high levels of customer satisfaction, and ensure compliance with standard operating and contractual commitments.
• Partner with cross functional teams to assist with developing and implement strategies to prevent reoccurrence of issues and enhance overall quality standards.

** This is a 12 month Fixed Term Contract

Application:

If you feel like you’d be a great fit for the role, please apply online with your CV. The team will review your application and will reach out in due course.

We look forward to hearing from you soon!

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Sick pay

Application question(s):

• Construction/manufacturing/ technical industry experience is desirable
• Must have a customer-focused mindset
• Have good problem solving / business improvement techniques
• Please advise your salary expectation
• Will you now or in the future require sponsorship for an employment visa

Experience:

• in a similar position/environment: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person