* Service Operations Manager
* 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
* Management and oversight of 50fte across 3 teams with 3 direct reports (manager level)
* Customer Service - responsible for daily interactions with B2B customer updating them on potential changes to their order
* Administration - back office support for the wider business
* 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
* Drive process improvement activities across all areas to ensure all actions are fit for purpose, effective, efficient and drive customer satisfaction
* Create a solutions based approach across the team, providing positive resolution and outcomes across complaints, driver triage and other areas
* Create a culture responsible for delivering world class service to customers during all interactions
* Take proactive ownership of SLA's & Contractual agreements ensuring everything is done to keep with parameters and positive outcomes are achieved
* 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
* Work with planning function to identify and highlight any possible issues, trends and drive improvements where possible
The Successful Applicant
* Experience leading complex service operations - potentially including field based function, engineers, fleet, drivers etc
* Strong customer service background and focus
* Evidence of driving continuous improvement across a large scale, complex team
* Extensive stakeholder management experience across all levels
* Ability to work in a fast paced demanding environment
* 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 assurance
Please not - this role is 5 days on site
Located in Huddersfield, the company has great links to the M62, with candidates encouraged to apply across Huddersfield, Halifax, Leeds, Bradford & Wakefield
Contact
Zach Johnson
Quote job ref
JN-072024-6489221
Phone number
+44 113 243 7708