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Form of workApply NowService Manager
Salary: £42000.00 - £45000.00 per annum + excellent benefits,
Reference: JO0000006074_1708345018
Job Type: Permanent
Location: Banbury, Oxfordshire
Skills: service, administration, customer service, leadership
Industry: Call Centre and Customer Service
Join this dynamic company as their Service Manager, you will be leading the Service Office Team to achieve and exceed company KPIs. Your role involves ensuring first class customer service, managing budgets, and implementing strategies for productivity and efficiency.
Key Responsibilities of the Service Manager
Oversee the Service Office, exceeding company KPIs with a focus on customer satisfaction
Provide service support to sales colleagues for new deals and renewals
Communicate effectively with customers, providing updates, resolutions and monthly KPI packs
Implement KPIs aligned with the service strategy, driving productivity & continuous improvements
Handle complex enquiries/complaints within agreed SLAs, managing investigations, resolutions, and corrective actions
Develop relationships with key customers and monitor and evaluate customer concerns
Provide reporting to Head of Service and Aftermarket & Service Director
Implement and monitor scheduling efficiencies for field productivity
Authorise credits/refunds, ensuring thorough investigation to avoid repetition
Ensure timely processing of service reports, maintaining KPIs
Liaise with UK sales teams in line with departmental strategy
Hold daily briefings, quarterly team meetings, and participate in Service meeting
Manage overtime, training, and annual leave to ensure area coverage
Be a key user for CRM Service office
Collaborate with Regional Service Managers
Leadership Requirements
Ensure a safe, secure, and compliant work environment
Select, recruit, and onboard new team members with HR support
Plan and implement a comprehensive training plan for new starters
Lead the team to meet results and overall strategy
Set goals in line with Service & Business strategy
Conduct coaching and mentoring sessions for team development
Hold regular one-on-one sessions with team members, providing feedback and reviewing KPIs
Implement Personal Development Plans for team members
Communicate business updates and team KPIs to relevant departments
Skills, Attributes required for the Service Manager
Previous customer contact/services support experience
Proven leadership skills with experience in regular 1-2-1 coaching
Strong delivery focus, methodical, confident, and driven
Ability to work to targets and company KPIs
Excellent relationship building and communication skills
Highly organised and resilient
High computer literacy (Google Suite, SAP, MS Office)
Customer centric with a focus on service excellence
What's in it for you?
You will receive a comprehensive induction plan to the company and role with plenty of support. The role has a starting salary of £43,000 - £45,000, 26 days holidays plus bank holidays, progression opportunities, volunteer days, pension scheme, end of year discretionary bonus, health plan, critical illness cover, sick pay, staff discounts, social events, and more!
This is a great opportunity to join a market leader and very stable company, who offers an amazing culture and progression opportunities. The offices are modern bright and offer great facilities.
The hours are a 37.5 hours a week, 8:30 - 17:00 pm Monday to Friday with 1 hour for lunch office based with opportunity for the role to become hybrid after successful probation.
