As the Service Support Manager, you will lead the Customer Service Co-ordinators, Project Support Co-ordinators and the Maintenance and FM team. This is to ensure that our customers receive exceptional service throughout the entire journey, from the receipt of a customer order, delivery and lifecycle of the contract through to collection of units when the contract has ended. Responsibilities will include enhancing processes and upholding high service standards consistently. You will demonstrate robust leadership skills, excellent communication, and collaboration abilities, along with a genuine passion for delivering outstanding customer service., Algeco UK excels in pioneering modular solutions, crafting tailor-made buildings that effortlessly meet diverse requirements. With an unwavering commitment to customer satisfaction, sustainability, and health and safety, we set the benchmark for delivering adaptable, functional, and visually striking spaces. You will be part of a team driving forward the evolution of construction, empowering clients to succeed while championing environmental responsibility and ensuring the utmost safety for all., Health, Safety, and Environmental
* Oversee health, safety, and environmental matters, ensuring compliance and prompt risk mitigation.
* Ensure all activities follow company safety behaviours and rules.
Support
* Manage end-to-end customer support throughout the contract, ensuring timely, cost-effective service.
* Ensure safety compliance on-site with correct RAMS and prioritize internal resources over third-party use.
* Oversee financial processes for accurate invoicing and act as a key integrator with stakeholders.
Customer Service
* Address customer issues escalated by service teams, manage order placement, and analyse feedback for improvements.
* Oversee the email case management tool and KPIs, ensuring best practices and collaboration.
* Manage new customer requirements and non-lifting RAMS updates.
People Leadership
* Lead and develop the Customer Service, Project Support, and Maintenance teams with clear objectives.
* Oversee training, performance management, and team cohesion.
* Manage overtime, holidays, absences, and hotel bookings for traveling staff.
Reporting and Analysis
* Produce relevant reports, manage damage invoicing, resolve customer and supplier issues, and complete month-end reconciliation.
* Conduct root cause analysis and implement process improvements for productivity.
Stakeholder Collaboration
* Work with cross-functional teams to improve processes and systems continuously.
Effective communication and collaboration skills.
* People management, leading objective setting, maintaining training records and fostering a positive work culture.
* Analytical skills for data interpretation to assist process improvements.
* Ability to evaluate situations, identify problems, and find effective solutions.
* Proficient in the use of Microsoft Word, Excel & PowerPoint.
* Effective time management, managing multiple tasks and prioritising.
* Customer Service Management and/or supervision roles.
* Industry related, familiarity with modular space solutions and/or within manufacturing industry.
* Integrity and ability to lead by example.
* Flexibility, adjusting approach to meet customer and stakeholder needs.
* Positive attitude even in challenging situations.
* Ability to share knowledge and contribute to a collective understanding of customer issues within the CS/PS Team.
* Degree or equivalent.
* SMSTS Qualification.
Salary: Up to £45k depending on experience
Hours: Monday to Friday 9-5.30. 37.5 hours a week