Service Operations Manager

Isca Recruitment is delighted to be recruiting for an experienced leader to join a highly successful business as the Operations Service Manager at their office near Exeter, Devon.

This is a new role that has arisen due to continued growth. You will be working in a highly visible position as part of the senior leadership team, providing efficient and effective delivery of high quality service to their clients. Reporting directly to the Managing Director, this is a hands-on Service Manager role with full responsibility for this operational function including management of 2 direct reports. This role offers the opportunity to grow with the business and with the potential to progress into a National Operations Manager / Operations Director role in the future.

Operations Service Manager – The Role :

Involved in the day-to-day operational management of the function, ensuring an effective and efficient service is provided at all times and all cases are dealt with within the agreed service level agreement.

To lead, mentor, and motivate the service team to achieve departmental goals and objectives.

Attend client meetings/contract review meetings alongside the account managers to provide updates, feedback and discuss ways to improve service and efficiencies.

Foster a positive and collaborative work environment that encourages team members to excel in their roles.

Reviewing performance and setting goals and developing the team.

Build and maintain strong relationships with clients to understand their needs and ensure satisfaction with our services.

Address customer inquiries and concerns promptly, ensuring a high level of customer service at all times

Oversee the planning, coordination, and execution of service delivery to meet client expectations, including the out of hours period.

Implement and improve service processes to enhance efficiency and quality.

Ensure the optimal utilisation of our field agents

Act as the escalation point for service-related issues, working closely with the team to identify root causes and implement effective solutions.  This will also include the out of hours period as part of the on-call rota

Collaborate with other departments to resolve complex customer issues.

Develop and implement key performance indicators (KPIs) to measure and monitor the performance of the service team.

Analyse performance data to identify areas for improvement and implement corrective actions.

Develop current processes to ensure optimum performance.

Ensuring resources are aligned with projected activity

Coordinate training programs to ensure that service team members are equipped with the necessary skills and knowledge

Support continuous learning and development to enhance the team's capabilities.

Managing the process of finding and onboarding new team members and sub-contractors in association with the Engineer Manager

Ensuring there is sufficient engineer coverage to fulfil our customer requirements.

Monitoring the service department/engineers on use of Salesforce and offer training to ensure Salesforce (CRM/Field Service) is used to its full potential in line with company expectations.

Actively looking at ways to improve service team technical knowledge to improve quality and effective diagnosis of issues

Work with the Financial Controller to develop and manage the service budget.

Ensuring the profit per job is maximised

Monitor expenditures and implement cost-effective measures without compromising service quality.

Negotiate with suppliers/subcontractors on costs so that company margins are achieved.

Being a key member of the team involved with the onboarding of new customers to ensure successful contract mobilisations

Attend new client mobilisation meetings.

Assisting with customer data uploads and checking integrity of data

Actively learning and developing industry knowledge through networking with engineers/subcontractors, suppliers, and manufacturers to ensure regulations and British Standards are met within the service team.

Optimising management of company stock levels in satellite storage units and engineer vehicles

Accurate monthly stock reporting to Financial Controller

Operations Service Manager - The Person:

Professionalism

Customer focused

Problem solving skills

Negotiating skills

Excellent communication skills

Adaptability

Attention to detail

Drive, focus and creativity

Approachable friendly personality

Appropriate business attire at all times

To create a professional impression at all times (internally & externally)

A positive approach to all situations

Be respectful to others – Customers, Colleagues, Managers, Directors

Commitment to deliver targets and requirements as expected

Operations Service Manager - The Rewards:

Salary: £40k - £65k salary bracket is wide as it depends on experience and industry knowledge

Benefits including pension, free parking, social events, and lots more!

Hours: Monday - Friday, 8am – 4:30pm, 40 hours per week.

Location: Office based, near Exeter / M5

Isca Recruitment Ltd provides services as an agency and an employment business.

Isca Recruitment is an Exeter based boutique recruitment consultancy making the perfect match between client and candidate. Specialists in office support, accountancy and finance across the South West.