Service Operations Manager

• Service Operations Manager
• Managing 3 areas - Customer Service, Administration & Control Centre
• Logistics & Distribution focused business
• £50,000 - £60,000 plus car / allowance, bonus & benefits
• Huddersfield (fully on site)

Client Details

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

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

Profile

• 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

Job 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