Service team manager Permanent

Reporting to:        Service Manager Working hours would be Monday to Friday 8.30am to 4pm – some hybrid working is available dependant on when teams are based in the office 

Responsible for:  Service Executives

Objective: To be a proactive part of the service department team, and to lead the Service Executive team.

To offer excellent customer service and minimise our costs, by ensuring that Service department responds efficiently and diligently to progress customers’ orders and enquiries while ensuring that our service operations’ resources and capacity are optimally utilised to enable a high quality of work to be achieved. 

Key Accountabilities: Ensure that our customers receive the best customer service and that we close down any completed jobs within 24hrs by sending all relevant documents.  Have an analytical approach to monitor the team through various KPIs and support them within their roles and through 121’s.

• Always provide excellent Customer Service and act as role model to Service Executive colleagues.
• Support and coach Service Executives to provide excellent customer service, to follow procedures in a disciplined way, and to use business systems diligently and efficiently.
• Complete the onboarding of any new accounts, fully understand how the account works and then pass to a Service Executive.
• Receive incoming calls from customers and respond to their enquiry or instruction in a prompt and efficient manner to support the team.
• Ensure customer portals are updated in a diligent manner to ensure accurate information is recorded and processed smoothly to enable parts to be delivered, work to be completed and invoices generated without administrative errors.

• Ensure business systems and customer Portals are updated with Engineers’ Reports and Certificates.
• Review workload through the Service Executives on a daily basis to ensure that priorities are met and that resources are managed to achieve business targets.
• Hold monthly one-to-ones with Service Executives to ensure that targets and issues are highlighted and followed-up
• Keep Key Account Managers (KAM’s) informed on the progress of open quotes and orders, particularly when delays or disruptions are encountered or anticipated.  Ensure all quotations followed up and order intake maximised.
• Monitor open purchase orders with subcontractors to ensure they are closed and received on the system.
• Support scheduling manager with any weekend overtime for the engineers to relieve any potential escalations.
• All Jobs completed in the month need to be invoiced in that month, cross ref with Sage at month end.
• Complete Stock Allocation report
• Supporting Executives/KAMs through end of month consolidations and governance reports
• Return to Fit (RTF’s) Report – Monitor weekly to make sure RTFs are getting closed down. Analyse trends.
• Ensure Returns/Credits re dealt with effectively
• Ensure level of phone calls are reported on a daily basis.
• Support KAMs with key account invoice queries
• HR locker time sheets – Overtime to Service Manager within the first week of the next month
• Complaints/Escalations – Ensure closed down off the CRM system
• Carry out Probation Reviews, 1-2-1’s, Appraisals and Return to Work Interviews as required.

Person Specification

The right attitude, high energy and a burning desire to do whatever it takes to drive a successful business are more important than specific experience.  The ideal candidate will have the following attributes:

• Experience of managing a service team administering multiple customer contracts.
• “Can do” attitude, decisive with the desire to make things happen at a very fast pace and to challenge the status quo.
• Willingness to take ownership of the team’s results and to stand up and be counted.
• Strong customer focus, passionate about customer service
• Credible and confident with Director-level customers.
• Commercially astute
• A strong leader with excellent communication skills. Happy working under pressure.
• A team player who likes to cooperate with management team colleagues.
• A structured and well organised approach, focus on daily disciplines.
• Fully IT literate in Microsoft Office package as a minimum requirement
• Strong analytical skills