Customer Service Director - Grant Handling

As part of Aprolis UK, our people are our most valuable asset, we are proud to recruit and train the very best in the forklift industry. Equipping them with the skills and knowledge necessary to ensure that, no matter what our customers’ need, they can handle it. Our values are:

• Entrepreneurship
• Courage
• Respect

• Friendliness

Grant Handling are looking for an experienced individual to provide strategic and operational leadership across the Customer Service operations, encompassing Service, Parts and Rental, of Grant Handling.

The role is accountable for driving performance, customer experience, operational excellence and commercial outcomes, ensuring the company delivers against its safety, growth and commercial performance and results objectives and aspirations.

Job Description

STATEMENT OF ACCOUNTABILITIES:

• Act as the senior leader, within Grant Handling driving operational excellence across the estate  and working with the Aprolis UK Customer Service Director to define, plan and then implement a national strategy with regards to Customer Service to ensure best in class service levels are achieved
• Lead the Safety, Health, Environment and Quality agenda for Grant ensuring alignment to the Aprolis UK SHEQ strategy through working closely with the Aprolis team in this area. This includes understanding, use and development within our ISO frameworks.
• Act as an integral part of the senior leadership team (SLT) of Grant Handling and the wider Aprolis UK group of businesses and divisions, ensuring customer service is an enabler of sales
• Lead, develop and manage the customer service teams within Grant Handling to grow capability and build succession and talent plans aligned to business needs so that a performance culture is built and results are delivered
• Act as a senior leader within Grant Handling, shaping and delivering the Customer Service strategy in line with group objectives and developments within the MHE industry, enabling the very best levels of customer service to be provided.
• Be part of the SLT working closely with the Grant Handling’s primary partner, Heli. This close working relationship to aid the objectives of both businesses.
• As part of the SLT support the definition, planning and execution of the plan to create a national provider of Value equipment in the UK, this will include Grant Handling acquiring and / or growing into new areas of the UK.
• Hold accountability for the P&L results of Customer Service within the business and be fully responsible for Customer Service performance across Service, Parts and Rental, ensuring safety, consistency, efficiency and profitability.
• Play a key role in business growth initiatives, including acquisitions, integration activity and operational scaling.
• Champion a strong customer-centric culture, ensuring exceptional service delivery to key and strategic customers.
• Ensure compliance with group quality standards, policies and processes across the region.