Service Operations Manager
Location: 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
1. Management and oversight of 50 FTE across 3 teams with 3 direct reports (manager level).
2. Customer Service - responsible for daily interactions with B2B customers updating them on potential changes to their order.
3. Administration - back office support for the wider business.
4. Control Centre - supporting a field-based operation, providing reactive support to ensure customer SLA's / contractual agreements are met, including potential changes in routes, delivery amounts, and timescales.
5. Drive process improvement activities across all areas to ensure all actions are fit for purpose, effective, efficient and drive customer satisfaction.
6. Create a solutions-based approach across the team, providing positive resolution and outcomes across complaints, driver triage and other areas.
7. Create a culture responsible for delivering world-class service to customers during all interactions.
8. Take proactive ownership of SLA's & contractual agreements ensuring everything is done to keep with parameters and positive outcomes are achieved.
9. Ensure customer complaints are accurately recorded, documented and resolved in the fastest possible time frames with minimal to no impact on the customer.
10. Work with planning function to identify and highlight any possible issues, trends and drive improvements where possible.
The Successful Applicant
1. Experience leading complex service operations - potentially including field-based functions, engineers, fleet, drivers etc.
2. Strong customer service background and focus.
3. Evidence of driving continuous improvement across a large scale, complex team.
4. Extensive stakeholder management experience across all levels.
5. Ability to work in a fast-paced demanding environment.
6. 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 note - 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.
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