Service Manager

We are recruiting a Service Manager to be based at our client’s purpose-built warehouse, assembly and office facility on the outskirts of Norwich. The company is well established having traded for almost 70 years and have a reputation for excellence, customer support and the delivery of outstanding customer service.

THE POSITION

The Service Manager role will be responsible for the Service function within the business, ensuring the department runs effectively and delivers the very best in customer experience.

The position will manage the service team and will be responsible for regular appraisals, support, professional development initiatives and personnel requirements across the service management team.

The successful candidate will have ideally worked in a similar managerial position leading a team of service roles and having ultimate responsibility for the performance of a service department. They will be process driven, and passionate about delivering impeccable service. A proactive approach, excellent communication skills and a people-first, leadership mindset will be central to this role.

PRIMARY RESPONSIBILITES

• Ensure the Service Helpdesk function delivers against contractual obligations and provide comprehensive reports into senior management, as necessary.
• Internal KPI management and monitoring of service delivery performance against set metrics.
• Managing escalations through to resolution with the right priority levels and customer communication
• Manage Sub-contractors
• Owning the P&L account and contributing to annual budgeting and forecasting activity for the department.
• Leading a lean, efficient and profitable department with a focus on continual improvement.

PERSONAL SPECIFICATION

• UK Driving licence (essential)
• Excellent command of English grammar and spelling
• Degree level education
• ITIL Service Management certified is a bonus

Experience

• At least 3 years experience managing a service function
• Experience of managing escalations or other complicated issues
• Experience of supporting large client contracts
• Experience managing both a field service and helpdesk team
• Experience managing mid-level managers
• Experience managing P&L account

Qualities and Attitude

• Strong leadership skills
• Pro-active and driven
• Process focused with excellent attention to detail
• Excellent interpersonal skills and ability to motivate team members
• Ability to consistently meet high standards and expectations, and encourage others to do so
• Ability to work under pressure and to deadlines
• Process driven

Systems

• Proficient with Microsoft Office including Outlook, PowerPoint, Word, Excel etc.
• Familiar with customer service management systems or ticketing portals
• Experience with SAP
• Experience with Freshdesk Customer Management System

This is an office-based role and a car/DVLC is essential. If you are interested in knowing more about the role, please apply and a member of the team will call you for a chat.