Service Manager

Posted 25 January by Brunswick Executive Search Limited

Introduction

Our client is a fast - growing successful specialist in the provision of high quality B2B technical solutions into all commercial sectors. They are renowned already for a very high level of service within their sector. They now are looking to further develop their customer care capability and require a SERVICE MANAGER to take ownership of this.

Although applications from service professionals with an engineering / technical background are welcome, it is more important that the successful person will have experience of managing a fully integrated process (communication / admin / transactional / billing) which will clearly differentiate our Client from the mediocre industry norms.

This is a refreshing and innovative environment and provides excellent personal development potential.

Job Title: SERVICE MANAGER

Reporting to: OPERATIONS DIRECTOR

Direct reports: Field Supervisory Team.

Key responsibilities:

  • Review and assess current customer service provision, processes and procedures.
  • Work to deliver genuine client service differentiation.
  • Review current capabilities and identify areas for individual and collective training and development.
  • Lead a cultural change programme positively, motivating and retaining the team.
  • Achieve agreed KPIs
  • Drive service revenues and maximize profit by best practice and customer retention.
  • Ensure that the Service Team embraces and works to a well - defined set of Client values.

Start date: ASAP

Package: On Target in excess £55K includes negotiable salary, car and benefits

Location: Flexible, Yorkshire / East Midlands

Candidate profile:

  • Experienced Customer Service Manager.
  • Able to lead a full scale integrated approach to service provision.
  • Strong in change and process management.
  • Must have a proven ability to manage a field - based team of c 40.
  • Expert 121 coaching skills, a natural leader.
  • Energetic, driven and persuasive.
  • Can undertake UK travel.
  • An engineering background is useful BUT not essential - a passion for delivering top class service with the track record of having done that is more important.

Required skills

  • Coaching
  • Customer Service
  • Engineering
  • Scheduling

Reference: 34320149

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