Customer Service Manager at The NSS Group
Part of NSS Maintenance
The Division
NSS Maintenance is a leading working-at-height contractor, providing exceptional services across the UK. We specialize in supporting our wide-ranging clients with specialist roofing and glazing solutions.
Operating nationwide from four strategically located depots, we offer both planned and reactive services to the commercial, retail, and industrial sectors. As part of the NSS Group, which employs 650 talented individuals, we pride ourselves on delivering excellence with our in-house expertise and a fully serviced fleet of truck-mounted access equipment.
If you're passionate about making an impact and want to be part of a dynamic team that values innovation and collaboration, we’d love to hear from you!
Job Overview
We are seeking an experienced and proactive Service Delivery Manager to lead our high-performing Service Hub team and drive exceptional standards of customer service. In this pivotal role, you will manage a dynamic team of approximately 30 Service Desk Coordinators, Administrators, and Team Leaders, ensuring seamless communication and outstanding customer satisfaction.
Your job will include:
1. Lead and motivate a high-performance team of approx. 18x SD Coordinators / 7x Administrators / 4x Team Leaders.
2. Champion communication, measure communication, and maintain/better KPIs to improve customer service.
3. Provide clear direction to your team. Drive productivity, efficiency, and high standards of work.
4. Proactively monitor standards and performance. Ensure the Service Hub team fulfills all role requirements.
5. Manage the whole employee lifecycle within your team from recruitment/induction to departure. Manage performance concerns professionally with HR support where necessary.
6. Implement process improvements to ensure 100% satisfaction of customer needs.
7. Arrange and lead selected customer relationships and ensure key involvement in many top 10 client reviews.
8. Design and distribute weekly/monthly KPIs to senior management and external customers.
9. Encourage and support personal development within your team. Plan for succession.
10. Implement and champion new initiatives or software such as ‘Fresh desk’ and “re-occurring client feedback” exercises.
11. Manage customer service escalations and resolve them professionally.
12. Set individual KPIs and manage performance and quality.
13. Conduct 1-2-1 / Group coaching sessions.
14. Report daily on existing and new KPIs, quality data shared with Senior Management.
15. Be part of the senior leadership team within NSS Maintenance.
16. Support the Operations Director and senior leadership team with ad-hoc projects and continuous improvement initiatives.
17. Portal-based customer service across a wide range of FM clients.
You are good at:
1. Leading, inspiring, and developing teams through accountability, compassion, and empowerment.
2. Collection and analysis of data.
3. Microsoft Excel, PowerPoint, and Power BI.
4. Emotional intelligence.
5. Designing and implementing change.
6. Collaborating with Operations and Sales teams to achieve shared goals.
7. Continuous improvement and adapting to external environments quickly.
8. Identifying a sense of urgency when the need to act arises.
9. Thriving in fast-paced environments.
Benefits:
1. Death in service.
2. Career progression opportunities.
3. 25 days holiday + bank holidays.
4. Auto enrolment pension plan.
5. Free office refreshments.
6. Free on-site parking.
7. Medicash health cash plan with discounts on dental, health screening, gym, and more.
8. Monthly Reward and Recognition Scheme for top performers.
9. Trade Point Card for 10% off at B&Q.
10. Day off for your birthday after length of service.
11. Eye care vouchers.
12. Referral bonus scheme.
About NSS
We’re a UK nationwide specialist services provider, offering a unique package of self-delivered services anywhere in the UK.
We deliver a one-stop solution for planned and rapid response reactive services and specialize in working at height.
From building maintenance to window and technical cleaning, access equipment, and electrical testing - our dependable in-house team works around the clock and across the nation, setting new standards for safety, speed, and consistency.
Everything we do is underpinned by our vision and values. We are proud to be Platinum accredited by Investors in People.
NSS Values
1. The Safest way.
2. Continuous improvement.
3. Working Together.
4. Dependable Service.
5. Empowering people.
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