Service Business Planning Assistant

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About Panasonic

To work at Panasonic is to work at a thriving blue-chip company, having real corporate responsibility, where you will be treated as a vital member of the team. Rare opportunities will be given to you, giving you real insight into the rush of the business world. Panasonics culture is one where contribution and improvement ideas that would benefit the company are always welcomed.

Panasonic is a multinational fast-moving electronics company with thousands of employees worldwide that focuses on improving the everyday lives of customers through our products. Founded nearly 100 years ago, we are always moving forward to reflect society’s demands and so need forward thinking individuals that will bring personality and positivity to the roles advertised. With many different departments within the company, Panasonic can offer you many different opportunities to learn a diverse range of knowledge and skills not only in one given department or area, from VIERA TVs, Lumix Cameras and Home Appliances, to our Eco Solutions team.

Service Business Planning Assistant

The Panasonic Service Department is responsible for the delivery of aftersales support for all Consumer Products sold across North West Europe. Consisting of Business to Customer (B2C) Support Services and Business to Business (B2B) Technical teams based in the UK and the Nordics; working alongside third party suppliers including a national network of Product Service Agents and an overseas customer contact centre. Predominantly dealing with Technical Help & Support, Faulty product repairs & returns, Warranty claims and Customer service queries.

Scope:

Providing support and assistance in the implementation and management of projects across the department to enhance the effectiveness of the service proposition and improving the overall Panasonic customer experience. Working closely with senior management, Sales & Marketing and Business Planning in order to understand and develop our product service offering, consumer market, business operations and commercial relationships (travel may be required).

Outline:

Working with the team to deliver and enhance the following areas of the department:

• Customer journey: Develop the overall customer experience from product purchase through to product support & repair to ensure brand loyalty
• Product Servicing: Review our third party repairs network and re-negotiate our commercial offering to move towards “partnering” relationships (travel required)
• MI Reporting: Develop mechanisms to monitor and review performance within the department to increase root cause data and implement corrective actions
• Support Services: Enhance our B2C & B2B operations with more “Value Add” services and increase efficiencies; including contact centre, technical support desk and claims processing.
• Sales & Marketing: Increase customer support and product information available via our website; working with marketing to develop current platforms and new content alongside the management of product promotions and offers.
• Business planning: Analysing cost management and service spend per product category to manage future costs and tackle potential areas of risk; feeding back to product managers, finance and the sales department
• Strategy: Working with senior management and other stakeholders to continuously monitor the service strategy; incorporating new products launched and competitor analysis
• Customer Service: Ensure channels for communications are effective and are proactively managed through feedback analysis; developing innovative solutions for our customers.

Person Specification & Skills:

A Computer Science or Business Studies related course; extensive capability in excel is a key requirement, with knowledge of macros and business performance analysis being advantageous.

• Strong IT skills with use of Microsoft Office Packages (databases desirable).
• Organised and able to plan and prioritise workloads whilst managing risks.
• Critically analyse performance data to highlight trends and improvement areas.
• Confident with good communication skills (Presentation delivery desirable).
• Use of initiative to take ownership of tasks and lead where necessary.
• Strong Team Player with good relationship building and engagement skills.
• Ability to problem solve and suggest long term / sustainable solutions.

Company Benefits:

• Discounted Panasonic products
• Free parking on site
• 25 days holiday

How to apply

Please send your CV with a Covering letter (with subject – PANA 009) to:
HR Administrator, Panasonic House, Willoughby Road, Bracknell, Berkshire, RG12 8FP.
Tel: 01344 853 075.

Or alternatively email them with subject PANA 009 to: industrial.placement@panasonic.co.uk