Tool Service Customer Care Manager

What's the role? Are you passionate about delivering exceptional customer experiences and eager to challenge yourself in a dynamic environment? If you're driven to grow, learn, and take on new challenges, this opportunity could be the perfect next step for you. We're seeking a dynamic and motivated Tool Service Customer Care Manager to join us at Hilti. Based in Glasgow, reporting directly to the Service Area Head. This role is responsible for the driving customer experience thru proactive customer contacts on customers repairs and loan tools. You will be driving Premium Tool Pool business across the organization. You will be a key player in the building of stronger partnerships with our customers as you support our team with one of the most important loyalty drivers impacting on the customer experience!
Who is Hilti? Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers. Hilti is very proud to be ranked as the UK's 19th best super large organization to work for in the Great Place to Work survey.
What does the role involve? As the Tool Service Customer Care Manager at Hilti you will lead a team to deliver exceptional customer service and manage complex projects. Your responsibilities include recruiting, motivating, and developing staff to meet business objectives, while coaching them on systems and service skills. Additionally, you will drive continuous improvement in customer experience, support account development plans, and ensure projects are delivered on time and within budget. This role demands a proactive approach to enhancing customer satisfaction and operational efficiency.
We are proud to have a long-term bonding with our employees: More than 30% of our employees have been part of the Hilti family for over a decade.
What do we offer? We really value our people and we've worked hard to develop a reward package that reflects this. Some of our benefits include:
Genuine career development (more than 80% of all leadership roles are filled internally)
6% employer pension contributions
Private Health Insurance and Employee Assistance Program
33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
Paid leave to work on charitable projects
Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
Different ways to work flexibly, including working from home and compressed hours
Employee resource groups focused on gender, mental health, race, disability, LGBTQ+ and sustainability topics
What you need is: A Bachelors or Masters degree in a relevant field
Proven experience in project management and planning.
Experience in leadership, recruiting, coaching and developing team members to achieve their full potential.
A customer-focused mindset with experience in improving customer service and experience
A collaborative approach to working with cross-functional teams and stakeholders.
Strong learning and development orientation
Who should apply? We have an excellent mix of people and some of our best account managers joined us with no experience. So, if youve never worked in sales or construction, thats fine with us. Success at Hilti is down to teamwork and ability, no matter what your background.
Please DO NOT apply for multiple roles - the team will assign you where your skills are the best fit. Click through the 'Apply Now' button where you will be asked to upload your CV and answer a couple of short questions the whole process should take around 90 seconds.

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