SMT GB Brownhills, England, United Kingdom
Service Excellence Manager
3 days ago Be among the first 25 applicants
About The Role
SMT GB is excited to announce an opening for a Service Excellence Manager. In this critical role, you will be responsible for driving the overall service excellence strategy within our Service Operations team. Working closely with the Head of Service Operations, you will lead initiatives to enhance customer satisfaction, streamline service processes, and ensure that our service delivery meets the highest industry standards.
Key Responsibilities:
* Work with the Head of Service Operations to develop and implement service excellence strategies and initiatives that align with SMT GB's vision
* Monitor and measure service delivery performance, using data analytics to identify areas for improvement
* Collaborate with various teams to ensure service processes are optimized for efficiency and effectiveness
* Lead and mentor service teams to foster a culture of service excellence and customer-centricity
* Ensure compliance with industry regulations and corporate policies in all service delivery practices
* Conduct regular training sessions to enhance team knowledge and skills in service provision
* Gather and analyse customer feedback to continuously improve service offerings
* Stay informed about industry trends and best practices in service management
RequirementsKnowledge, Skills, And Experience
* Proven experience in a management or service excellence role, ideally within the heavy equipment or construction industry
* Proven experience of driving business efficiencies and meeting financial targets
* Strong leadership and team management abilities
* Exceptional communication skills, both verbal and written
* Analytical mindset with the ability to interpret complex data and drive decision-making
* Strong problem-solving skills and the ability to work under pressure
* Thorough understanding of service delivery processes and methodologies
* Experience in implementing service improvement initiatives
* Experience in customer relationship management software and MS Office Suite
Desirable:
* Relevant qualifications in management, business administration, or a related field
* Knowledge of SMT GB products and services
* Relevant certifications in service management or quality assurance
BenefitsWhat We Offer You
In addition to a competitive salary, you will have access to the following benefits:
* Electric Company Car
* Excellent commission structure
* 5% Employer Pension contribution
* 25 days annual leave + Bank Holidays
* Cycle to Work Scheme
* Life Assurance 4 x annual salary
* SMarT Rewards - our online employee benefits portal
* Financial/Physical/Mental Health Counselling and Coaching sessions
* Free Will writing service
* EAP, which includes 24/7 Doctor access
* Healthshield - Cashplan for all employees
* Family Friendly policies
* Company events
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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