The Role
The Customer Relationship Manager is responsible for the customer experience after the sale of Versalift equipment. The role manages the Field Service Supervisor and the office-based Service
Support and Planning team, takes ownership of significant customer complaints and visits customers to resolve concerns and strengthen working relationships.
The role works closely with field service, parts, warranty and other internal teams to ensure customers receive clear communication and service issues are followed through to resolution.
What does success look like?
By building trust through sincere engagement, open relations and behaving with integrity, our decisions will be better informed and more suitably aligned to customer needs. Only then will we add the necessary ‘value add’ to our proposition, relationships.
Location: Versalift UK office, with travel to customer sites approximately 2–3 days per week
Reports to: Service Management Lead, UK and Scandinavia
Direct reports: Field Service Supervisor, Senior Service Support, Service and Planning Administrators, and Warranty Administrator
Key Responsibilities
Customer relationships and complaints
- Visit customers to discuss service performance, address concerns and identify improvements.
- Manage difficult conversations professionally and escalate matters involving significant cost, contractual issues or safety concerns to the appropriate manager.
- Responsible for selling R&M contracts and long-term customer support products.
- Act as the main point of contact for escalated aftersales concerns and complaints. Routine updates and initial administration remain with the support team.
- Investigate complaints with the relevant teams and maintain clear records of actions, decisions and outcomes.
- Establish the facts, agree appropriate next steps and keep customers informed until matters are resolved.
Team management and performance
- Manage, support and develop the Field Service Supervisor and the Service Support and Planning team.
- Set clear expectations for call handling, job recording, customer updates, engineer coordination and follow-up.
- Hold regular team meetings and individual reviews, providing coaching, feedback and training where needed.
- Monitor customer response times, complaint resolution, ticket age, record quality and team workload, addressing delays or recurring problems.
- Maintain oversight of escalated warranty matters, aged claims, supplier credits and recurring warranty issues.
Service coordination and improvement
- Work with the Field Service Supervisor and other teams to resolve issues involving engineer availability, parts delays, repeat visits and outstanding quotations.
- Review complaint trends, customer feedback and service processes to identify practical improvements.
- Prepare regular management updates on complaints, customer satisfaction, recurring issues and team performance.
Personal Specification
Essential Attributes
- Experience in customer relationship management, aftersales service or a similar customer-facing management role.
- Experience managing and developing a team.
- Ability to investigate complaints, make balanced decisions and manage challenging conversations.
- Strong organisational skills and the ability to prioritise several customer issues at once.
- Clear written and verbal communication skills, with accurate record keeping.
- Confidence working with operational teams to resolve issues and improve processes.
- Willingness to travel to customer sites approximately 2–3 days per week and a full UK driving licence.
Desirable Attributes
- Experience in field service, engineering, commercial vehicles, access equipment or a related sector.
- Experience using service management or customer relationship management systems.
- Understanding of service contracts, parts supply or engineer scheduling.
Send us your CV
Didn’t come across a role for you? Don’t worry, we’re interested in hearing from talented individuals like you. Submit your CV, and we’ll ensure it’s reviewed for upcoming opportunities.