Job Purpose: To lead, manage and drive all aspects of the Service Delivery function, providing dedicated support and resource to ensure effective delivery whilst maintaining customer service and operational excellence through best practice. To promote and work towards continued process improvement and efficiency, working within KPI/SLA’s Key Accountabilities: To manage and lead the Vendor Support and Payments functions and team in their day to day duties, ensuring that correct resource is available for reception, Administration and customer service / call handling support and rostrum (including block clerks) are met. Ensuring rostrum set up is completed and tested for audio and video ahead of auction and escalating and issues in a timely manner in line with Rostrum Set up policy. Take responsibility for developing excellent relationships with both buyers and vendors who use the Auction centre and for identifying and developing opportunities to build new business Enhance personal understanding of buyers and vendors needs and requirements, continually developing networking opportunities and professional relationships with the buyers and vendors Responsible for all people management activities including month 1:1’s, supporting personal development within the team, leading on investigations, disciplinaries, grievance and performance management exercises with support of your local HRBP. Decision Making: Ensure Service Delivery to all clients meets all contractual and quality KPI’s, including Vendor SLA compliance, exceeding client expectations and demonstrating continuous improvement Be the initial point of contact for all Service Delivery enquiries, both internal and external, to handle customer complaints efficiently and effectively, keeping the number of escalated queries to a minimum Work collaboratively with the Operations Manager, transport department and Buyer Services Manager and their respective teams to ensure all vehicles are entered for sale correctly and all relevant processes are completed within the guidelines. Identify and delivery way of improving processes, increasing revenue and profitability at the site. Skills & Experience Required: Proven people management experience Experience of working in a highly regulated environment in an operational / logistical setting. Background in a fast paced environment Budgetary and financial planning experience Good communication skills Good time management and organisational skills Good understanding of H&S regulations Proven people management experience within a large team. Experience within a customer facing role with the ability to solve queries and complaints. Good working knowledge of Manheim products and services. INDAR