Service Manager

Introduction

Our client is a successful, independently owned specialist in the provision of high quality security solutions into all commercial sectors. They are growing fast, with an anticipated turnover of c£7m and employing c 80 staff.

Their core values are extremely well – defined and they are renowned already for a level of service that exceeds industry norms. They are now determined to accelerate further development 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.

Reporting to: Operations Director

Direct reports: Field Line Managers (35-40 engineers)

Key responsibilities:

•Review and assess current customer service provision, processes and procedures.
•Recommend and implement a market leading approach which will delight customers and create genuine differentiation.
•Review current capabilities and identify areas for individual and collective training and development.
•Work closely with FLMs and Engineers in the field, role modeling best practice in dealing with the whole spectrum of quality service.
•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.

Location: Flexible, within one hour commute to South Yorkshire

Candidate profile:

•Experienced Customer Service Manager, or outstanding upwardly – mobile Supervisor.
•Capable of introducing and leading a full scale integrated approach to service provision.
•Strong in change and process management.
•Willing to role model best practice (non – technical) in routine field accompaniment programmes.
•Must have a proven ability to manage a combined internal and field – based team of c 50.
•Expert 121 coaching skills, a natural leader.
•Energetic, driven and persuasive.
•Willing to undertake UK travel with overnight stays when needed.
•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.