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Our client, a leader in their sector, are recruiting for a Service Manager to lead the service delivery team, providing structure, support, and guidance to ensure the smooth scheduling and management of their engineers. This role is critical in bridging the gap between the service team and engineers, ensuring customer jobs are managed effectively, issues are escalated and resolved, and the team operates efficiently in a high-pressure environment.
Key Responsibilities:
- Manage and mentor a team of Coordinators, providing coaching and support to improve team performance.
- Act as the primary escalation point for engineers and customers, ensuring that jobs are followed through correctly and customer expectations are met.
- Develop and implement effective processes to improve scheduling, job tracking, and communication between the coordination team and engineers.
- Ensure clear and accurate job notes are recorded, preventing miscommunication and inefficiencies.
- Prioritise and distribute workloads effectively, ensuring reactive and planned maintenance jobs are handled smoothly.
- Work closely with the Head of Technical and General Manager to identify areas for improvement within the team.
- Drive a positive culture, offering recognition and development opportunities to rebuild team morale.
- Oversee key customer accounts, ensuring high service levels and resolving any escalations efficiently.
- Contribute to the ongoing improvement of CRM systems for service coordination.
Key Requirements:
- Service Industry Experience: Strong background in a service environment, ideally in Facilities Management, Engineering Services, or Industrial Maintenance.
- Management & Leadership: Experienced in coaching, mentoring, and managing a team.
- Process-Driven: Highly organised with the ability to improve and implement effective service processes.
- Strong Communicator: Able to build relationships with engineers, coordinators, and customers.
- Resilient & Adaptable: Thrives in a fast-paced, high-pressured environment with changing priorities.
- Problem-Solving: Capable of quickly identifying and resolving issues to prevent service disruptions.
- Advantageous: Experience working with engineering scheduling, spare parts logistics, or a supplier background.
