ARE YOU THE ONE?
As a Field Support Executive, you will be core in driving the Customer Experience (CX) division to ensure that customers get the correct solution for their query, whether that is by providing technical expertise, in-field training, or the break-fix solution.
You will play a vital role is managing our service centre relationships for Samsung's Mobile division.
You’ll be the key linchpin for all field actions and management providing excellent repair centre support. Your role will ensure all centres are adhering to Samsung’s quality standards and compliance.
You’ll champion information gathering and impeccable management of your network, leading to key KPIs for that area being hit. This will result in all customers being given the correct solution, first time and on time, building lifelong customer loyalty.
This is a field role which will include visiting partners along with virtual meetings.
WHAT YOU’LL BE UP TO
| KNOWLEDGE CASCADE Providing the front-line knowledge and know-how, to propel the Mobile Network Team
Delivering flawless execution of key tasks across the management of the Field Network being the ‘go to’ support |
| STAKEHOLDER COMMUNICATION Managing relationships with Samsung's approved repair centres, fostering strong communication and process improvement
Day-to-day discussions within the Mobile repair field teams, that can offer a flexible, consistent, and great customer service offering, delivering repairs the first time and on time. Be part of the communication loop, briefing the changes and expectations out to the network of partners, which are consistent and acknowledged inclusive of contract management |
| TARGET TRACKING Deliver results targeting the main KPI’s, inline with Samsung approved repair partner standards
Drive the usage of Samsung tools and internal systems to accurately report on service centre performance. |
| OPERATIONS Overseeing the management of the pending Work In Progress (WIP), ensuring all overdue jobs are completed as soon as possible, through the network support function and field team
Support the mobile experts in the team to understand and deploy all of the technical content to aid the field activities
Ensure that audits are carried out in line with HQ expectations, with corrective actions completed as per guidelines |
| INSIGHTS FOCUS Support the gathering, analysis and sharing of quality insight on products to the relevant stakeholders in HQ and local teams, through feedback from the Field Network
Using data insights to inspire change and innovation |
ARE YOU OUR PERFECT PARTNER?
- You’ll have excellent communication & relationship building skills to drive performance
- You’ll have experience solving problems with proven experience producing solutions from data led insights
- You’ll have experience in a relationship building role
- You’ll have a background in the service sector & customer experience
- You’ll have previous experience in performance management
- You’ll have a full UK driver's licence
WHAT YOU CAN EXPECT FROM US
- Competitive Salary: £30,000 - £32,000 Per Annum
- Performance Bonus: 15%
- Company Car
- 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!
WHO ARE WE?
We’re Blue Square. An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands. We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success. We go above and beyond to support, develop, and nurture our talented employees to driver personal growth and love what they do.
At the heart of our agency are our ETHIC values – and we’re on a mission to work with individuals who share and believe in them.
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