We are delighted to be recruiting for a multi award winning audiovisual company based in Norfolk, with a strong reputation both nationally and internationally.
Our client is looking to appoint a Service Manager to be based at their purpose built warehouse, assembly and office facility in Wymondham. The company is well established having traded for all most seventy years and have a reputation for excellence, customer support and the delivery of outstanding customer service.
The Service Manager will be responsible for the Service function within the business, ensuring the department runs effectively and delivers the very best in customer experience. You will be the dedicated point of contact for our key clients across the UK and Europe, ensuring the on-going good health of our customer accounts.
Duties include overall management of the Helpdesk, ensuring internal KPIs are met, managing escalations and supporting the Helpdesk team to ensure excellent and consistent service levels
Primary Responsibilities
* Ensure the Service Helpdesk function delivers against contractual obligations and provide comprehensive reports into senior management, as necessary.
* Owning the P&L account and contributing to annual budgeting and forecasting activity for the department. Upselling contracts, renewals
* Internal KPI management and monitoring of service delivery performance against set metrics.
* Leading a lean, efficient and profitable department with a focus o...