Customer, Service & Scheduling Manager, Based: Wakefield, Salary up to £45k + car allowance & excellent benefits package.
We require a Service Manager to work for a leading business specialise in the hire of modular / portable buildings and associated products. The ideal candidate will have experience of managing operational teams to deliver customer services and scheduling of engineers / service / maintenance personnel. This could suit candidiate with experience in a Regional Facilities Manager, Regional Installation & Service Manager, Customer Service Manager, Scheduling Manager or similar. The official job title for the role is Service Support Manager.
The role:
As the Service Manager, you will lead the Customer Service team, Project Support Co-ordinators and the Maintenance and FM team. Responsibilities will include managing end-to-end customer support throughout the contract, enhancing processes and upholding high service standards consistently. You will demonstrate robust leadership skills, excellent communication, and collaboration abilities, along with a genuine passion for delivering outstanding customer service.
- Lead and develop the Customer Service, Project Support, and Maintenance teams with clear objectives.
- Oversee training, performance management, and team cohesion.
- Manage overtime, holidays, absences, and hotel bookings for traveling service staff.
- Ensure safety compliance on-site with correct RAMS and prioritize internal resources over third-party use.
- Oversee financial processes for accurate invoicing and act as a key integrator with stakeholders.
- Address customer issues escalated by service teams, manage order placement, and analyse feedback for improvements.
- Oversee the email case management tool and KPIs, ensuring best practices and collaboration.
- Manage new customer requirements.
- Produce relevant reports, manage damage invoicing, resolve customer and supplier issues, and complete month-end reconciliation.
- Conduct root cause analysis and implement process improvements for productivity.
- Work with cross-functional teams to improve processes and systems continuously.
Candidate requirements:
- Previous experience in a similar role e.g. Regional Installation & Service Manager, Regional Facilities Manager, Customer Delivery Manger, Customer Service Manager, Scheduling Manager.
- People management, leading objective setting, maintaining training records and fostering a positive work culture.
- Analytical skills for data interpretation to assist process improvements.
- Ability to evaluate situations, identify problems, and find effective solutions.
- Customer Service Management
- SMSTS
If this sounds like the opportunity you have been looking for then please apply by attaching your CV.
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Key words: Regional Service Manager, Regional Facilities Manager, Regional Logistics Manager, Installations Manager, Customer Delivery Manager