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.