1. Service Operations Manager
2. Huddersfield
About Our Client
Page Group are delighted to be partnering with an industry leading Distribution & Logistics focused business who are looking to appoint a Service Operations Manager within a newly created role. This role is critical in supporting the customer on a daily basis and will manage 3 areas, Customer Service (B2B), Admin & Control Centre (reactive customer solutions
Job Description
3. Management and oversight of 50fte across 3 teams with 3 direct reports (manager level)
4. Customer Service - responsible for daily interactions with B2B customer updating them on potential changes to their order
5. Administration - back office support for the wider business
6. Control centre - supporting a field based operation, providing reactive support to ensure customer SLA's / contractual agreements are met. Including potential changes in routes, changes in delivery amounts and timescales. Reactive only
7. Drive process improvement activities across all areas to ensure all actions are fit for purpose, effective, efficient and drive customer satisfaction
8. Create a solutions based approach across the team, providing positive resolution and outcomes across complaints, driver triage and other areas
9. Create a culture responsible for delivering world class service to customers during all interactions
10. Take proactive ownership of SLA's & Contractual agreements ensuring everything is done to keep with parameters and positive outcomes are achieved
11. Ensure customer complaints are accurately recorded, documented and positive resolutions are achieved in the fastest possible time frameswith minimal to no impact on the customer
12. Work with planning function to identify and highlight any possible issues, trends and drive improvements where possible
The Successful Applicant
13. Experience leading complex service operations - potentially including field based function, engineers, fleet, drivers etc
14. Strong customer service background and focus
15. Evidence of driving continuous improvement across a large scale, complex team
16. Extensive stakeholder management experience across all levels
17. Ability to work in a fast paced demanding environment
18. Experience managing varying contractual agreements
What's on Offer
The role of Service Operations Manager will join a leading distribution & logistics focused business based in the Huddersfield area.The position offers a generous base salary of between £50,000 & £60,000 plus company car or allowance, bonus, 25 days holiday plus bank holiday, company pension, life insurance, life assurancePlease not - this role is 5 days on siteLocated in Huddersfield, the company has great links to the M62, with candidates encouraged to apply across Huddersfield, Halifax, Leeds, Bradford & Wakefield