Service Network Insurance Channel Manager
Consumer & Customer Care
Full Time
Luton, United Kingdom
2020-11-27

Service Network Insurance Warranty Channel Manager

Reporting to the Head of Service Network Operations UK, the Service Network Insurance Channel Manager is responsible for ensuring the Electrolux Field Service Network is operational and delivering against Out of Warranty Insurance contractual service level agreements (SLA).  Accountable for their territory share of a £30 million aftermarket service budget and costs associated with out of warranty repairs, and associated exchanges.  

Functional Role:

This is a field-based role managing and supporting the Electrolux National Independent Service Providers (ISP) and Electrolux Service Providers (ESP) and their Domestic Field Service Technicians based in England and Northern Ireland.  

Through effective, proactive management you will drive and implement a culture of high performance, working to continuously maintain, improve, promote and celebrate the high standards of service offered to our consumers and 3rd party insurance business partners.
 
The job involves multiple skills; You will be required to deliver against contractual agreements, driving the performance of your ISP’s / ESP’s to exceed KPIs, whilst significantly reducing the number of exchanges from consumer complaints and underperformance of field technicians.  Reviewing and acting upon performance statistics, providing technical expertise, attending meetings to communicate service performance at quarterly business reviews (QBR), developing Electrolux culture within Field Technicians and ISP’s / ESP’s team members ensuring they remain engaged and motivated. Spotting opportunities for growth as well as efficiency.
 
You will build strong relationships externally with our network of service partners, and Insurance partners, as well as developing great teamship with internal managers and supporting functions across the business. You will be one of at least 3 Service Network Channel Managers across the country, you must be a team player in all senses.
 
The Person:
 
Our ideal candidate will have previous experience as a domestic appliance field service manager or in the white goods / electronic industry. They should have managed and lead a large team of field-based colleagues (minimum 15 employees) along with managing third parties (Insurance) to support our customers. You will be approachable and people-focused have a passion for delivering service excellence but also able to make tough decisions that will need to be demonstrated at the interview.

Core Role:

• Business acumen and leadership to develop and grow the 3rd Party Insurance channel performance and business relationship.
• Implement Service providers improvement programs as appropriate.
• Manage the contractual agreement between Electrolux, Service Providers, and Insurance providers, to ensure consumer’s expectations and contractual service level agreements are delivered.
• Promote and develop both the Electrolux & Insurance providers Net Promotor Score (NPS) within the Service Provider Network to improve and maintain the Electrolux overall UK Cluster score. 
• Analysis of weekly / monthly reporting to ensure service partners KPI targets are delivered within budgeted costs.
• Support and operationally deliver aftersales solutions established by ownership solutions and services (OSS). 
• Support all UK Safety actions and support the AIR process (Alleged Incident Report)
• Liaise with Electrolux internal departments and external agencies in communicating policies and procedures and developing partnerships that further enhance the development of the Consumer and Aftermarket business. 
• Support and work closely with the Electrolux Luton contact Centre.
• Work closely with the Electrolux Spares operation to optimize the performance of spare parts processes and sales associated with the Service network. 
• 90% Field/Home, 10% Luton – as required.

Competencies required:

• Microsoft Office, Excel (Pivot Tables), Word, PowerPoint. 
• Microsoft Teams
• SAP
• Fixzone
• Self-Appraisal and Continuous Improvement/learning 
• Quick response to complaint handling 
• Customer-facing Interactions 
• Domestic Service Knowledge
• Product Knowledge 
• Financial awareness and control 
• Self-Presentation and Professional image 
• Time Management
• Positive Thinking 
• Resilience

Our purpose, to shape living for the better.

Energy - is about delivering results, leading others and oneself, and demonstrating ambition and drive

Openness - refers to keeping the consumer and customer in focus, cross-collaboration, and networking.

Agility - involves displaying adaptability and judgment and decision-making and acumen.

Growth - means showing innovation and curiosity, coaching others and oneself, and the ability to learn 

Required languages:  English


Sector description:
Electrolux is a leading provider in the European appliance market, and Electrolux Major Appliances Europe is our largest business sector. With 24,800 people and operations in every country in Europe, we have a solid understanding of European consumers’ needs and desires that allows us to provide innovative, thoughtfully designed products that help consumers create the homes they desire.

Company description:
Electrolux is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our brands, including Electrolux, AEG and Frigidaire, we sell approximately 60 million household products in approximately 120 markets every year. In 2019 Electrolux had sales of SEK 119 billion and employed 51,000 people around the world. For more information go to www.electroluxgroup.com.
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We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'