Aftersales Team Leader

Job Description:

Department:Quality / Aftersales
Location:Northwest England
Reports To:QHSE Manager / Departmental Manager
Salary:£37,

The Aftersales Team Leader / Technical Service Coordinator will lead and support the day-to-day coordination of the UK Aftersales function, ensuring customer enquiries, service requests, warranty matters, technical queries and internal actions are managed effectively and progressed in line with business requirements.

The role will act as a key link between customers, the Aftersales team, Service, Engineering, Sales, Operations and the departmental manager. The position will support workload planning, monitor open cases, coordinate service activities, provide practical technical guidance and help ensure customer issues are resolved professionally and in a timely manner.

This is an operational and technically capable team leader role, focused on coordination, communication, workload monitoring, practical team support and service delivery. It is not intended to be an administrative-only role and does not carry full departmental management responsibility; however, it will support the departmental manager by ensuring day-to-day Aftersales activities are organised, visible and progressed.

• Act as a key point of contact for customer service enquiries, service requests and aftersales support matters.
• Relay information between customers, the Aftersales team, Service, Engineering, Sales, Operations and the departmental manager.
• Ensure customer queries and service issues are logged, tracked and followed through to completion.
• Coordinate service visits, fault investigations, corrective actions, customer support activities and occasional site support where required.
• Maintain visibility of open Aftersales cases and ensure updates are provided to relevant stakeholders.
• Support the coordination of warranty claims, returns, spare parts requests and associated documentation.

• Support the planning and prioritisation of Aftersales workloads on a daily and weekly basis.
• Monitor case allocation, service requests and agreed actions to ensure progress is maintained.
• Coordinate internal resources to support customer requirements and response times.
• Work with Service and Engineering teams to help schedule attendance, technical input or customer support where required.
• Escalate delays, risks or recurring customer issues to the departmental manager.
• Support the team in working to agreed programmes, priorities and customer expectations.

• Provide day-to-day guidance and support to members of the Aftersales team.
• Support daily or weekly team meetings in line with departmental KPIs and priorities.
• Monitor team workload, individual task progression and completion of agreed actions.
• Promote good working practices, consistency and a customer-focused approach across the team.
• Support the development of team members through coaching, knowledge sharing and identifying training needs.
• Assist in monitoring individual work performance in line with company requirements, escalating concerns where appropriate.

• Provide practical technical support to members of the Aftersales team where customer issues, service requests or technical queries require additional guidance.
• Occasionally attend customer sites to support fault investigations, service issues, aftersales matters or customer discussions where business need requires it.
• Support the team in front of customers by helping explain technical issues, agreed actions and next steps in a professional and customer-focused manner.
• Provide operational cover or substitute for an Aftersales team member where required, including during absence, urgent customer requirements or early-stage team growth, subject to competence and safety requirements.
• Work closely with Service and Engineering teams to understand product, system or installation issues and support appropriate technical solutions.
• Help build the technical capability of the wider Aftersales team through coaching, knowledge sharing and practical support.

• Ensure customers receive professional, clear and timely communication.
• Support the handling of customer complaints, issues and escalations.
• Build effective working relationships with customers and internal stakeholders.
• Help ensure customer expectations are managed appropriately and service commitments are followed up.
• Identify recurring issues and support improvements to the customer experience.

• Ensure accurate and timely completion of Aftersales records, service updates and customer documentation.
• Produce and maintain reports on open cases, response times, service activity and departmental KPIs.
• Review recurring customer issues and support improvement actions where required.
• Contribute to process improvements within the…