National Repairs Manager

National Repairs Manager

We have an exciting opportunity for a National Repairs Manager to join our team. This is a full-time permanent position and will see you joining a well-established and growing mobile phone solutions company.

About us

KTM Online Ltd is a fast-growing online retailer, supported by over 60 stores UK wide and a busy call centre in Bracknell. The company operates under the brand of Fonehouse, an established name which has been trading on the High Street selling mobile phones since the 1990 s. Approaching a customer base of over half a million with our online business equating to over 70% of our sales. We have an employee base of approximately 80 people and have contracts with major network operators. All retail franchisees maintain excellent standards of customer service and must consistently hit agreed targets for sales, profit margins and other KPIs. With a growing high street retail presence, we now have a national network of walk-in repair locations supported by online marketing and B2B relationships.

The role

To develop and lead the repairs service for the Fonehouse network. This will cover our national network of franchise stores, ensuring that franchisees are delivering quality first time repairs to customers. The role will lead the quality assurance of all repairs as well as develop commercial relationships with suppliers and partners. Utilising your special technical knowledge and skill this role will continually develop and enhance the repairs offering to improve performance and services offered across our network.

Main Responsibilities

• Develop processes and procedures to ensure all retail stores offer full repairs service, providing guidance and support where necessary.
• Use knowledge and experience of mobile repairs, be responsible for developing and maintaining relationships with suppliers and partners. Ensuring that there are strong partnerships and agreements to get the best possible parts, at reasonable prices to provide our franchisees with a good quality product for repairs.
• Setting and managing KPIs for the workflow of repairs, monitoring and reporting on performance across the retail estate and our insurance repairs services.
• Seeking continual improvement to the services delivered across the network of stores.
• Establishing and sourcing training and development opportunities for our franchise partners, maximising and capitalising on supplier relationships.

Knowledge Skill and Experience

Essential

• Solid experience of tech repairs - Able to conduct tech repairs to a high standard from basic repairs right through to more advanced board level repairs.
• In-depth experience of managing a team conducting repairs on a volume scale, including managing KPI's and setting performance targets.
• Detailed understanding of the management of quality control of repairs, to ensure low failure rates and high customer satisfaction score.
• Experience in the procurement of parts and tools/machinery for tech repair.
• Able to build highly effective network with suppliers, franchisee owners and customers, building trust, confidence, and credibility.
• Strong interpersonal skills to be able to train and impart new skills, processes, and techniques across the estate.
• Organised, accurate, and strong IT skills including MS office applications.

Desirable

• Keen interest in technology.
• Aptitude to problem-solve and think outside the box.
• Self-motivated and a positive can-do attitude.
• Solid project management skills to assist with the implementation of new areas and types of repairs.
• Demonstrable experience in the recruitment and training of technicians.

Salary: GBP50,000 - GBP60,000 per annum

If you feel you are the right candidate for the role, then please click apply now! We would love to hear from you.