Job Description: SERVICE MANAGER
Reports To: Managing Director
Aim of Role: Responsible for the growth and profitability of the department, including customer retention. Manages service department team members, including customer service interactions, reports, and repairs. Provides the highest level of customer service with a sales-minded attitude while developing lasting customer relationships.
Duties (including but not limited to):
Team Development: Manage and develop your team members, including engineers, to ensure team objectives and sales goals are consistently achieved.
* Set individual goals and deliver one-to-one meetings as appropriate.
* Ensure your team is engaged, supported, and motivated, understanding their roles in delivering the company strategy and the value they add.
* Provide appropriate equipment to fulfil duties, ensuring welfare and safety standards are met.
Management of Quality and Standards: Ensure your team understands and works to clearly defined standards of work and service provision.
* Oversee team members performing inspections, preparing reports, and conducting repairs.
* Personally perform job duties when necessary to ensure the highest quality of work, facilitating learning for your team.
* Audit work and customer service to ensure standards are met and repairs are carried out effectively.
* Foster a culture of continuous improvement, identifying and addressing recurring issues.
* Maintain current technical knowledge, including industry standards, regulations, innovations, materials, tools, and processes.
* Report bi-monthly to the company directors on progress towards targets, operational activity, issues, and potential risks.
Productivity: Constantly seek to improve service methods and ways of working to enhance productivity and support customer service.
Customer Service: Develop productive working relationships with your engineers and customers.
* Provide exemplary customer service, actively working to retain and grow the number of repeat customers.
* Resolve customer complaints and ensure feedback is integrated into business practices.
* Role-model company values during every customer interaction.
Business Development: Oversee the up-selling of after-sales services to existing clients.
* Manage the entire sales process for service provision and refurbishment works.
* Qualify and respond to new service-led leads and enquiries from marketing activities, referrals, repeat work, and personal contacts.
* Ensure all opportunities are progressed, and CRM records are accurately maintained.
* Collaborate with Marketing to create sales collateral supporting sales activity.
Day-to-day Operations: Work with the service administrator and Contract Manager to manage and coordinate the workforce for effective service delivery.
* Adjust plans to accommodate unexpected circumstances or resourcing issues, ensuring customer commitments are met.
* Manage inventory to ensure stock availability while avoiding overstock situations.
Strategic Planning: Devise and execute the long-term strategic plan for the service department in conjunction with the Managing Director.
Supplier Management: Manage suppliers in line with company policies and values, ensuring positive representation of the business.
* Maintain productive and professional relationships with suppliers.
* Proactively resolve issues to ensure service quality.
* Ensure suppliers uphold their commitments in terms of scheduling and quality.
Marketing Liaison: Provide feedback, competitor activity, and customer insight to Marketing regularly, aiding in campaign adjustments. Enhance company reputation through social media activity.
Value Adding: Improve the sales department and company reputation by exploring opportunities to add value to job accomplishments and continuous improvement initiatives.
Capabilities and Skills:
* Customer service orientation
* Organised and well-planned
* Attention to quality and standards
* Results-oriented
* Problem-solving skills
* Stakeholder management
* Influencing skills (both oral and written)
* Leadership capabilities
* Commercial and business acumen
* Cooperative and resilient
* Decisive and proactive
Qualifications and Experience:
* Extensive working knowledge of industry standards and practices, including product details and company services.
* Knowledge of industry regulations, restrictions, and laws, ensuring adherence within the service department.
Job Type: Full-time
Pay: £40,000.00-£50,000.00 per year
Benefits:
* Company events
* Company pension
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Work Location: Hybrid remote in Kenilworth CV8 2EB
Reference ID: BSPSM012025
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