SMC AFTERCARE SERVICE DELIVERY MANAGER SMC are a lively, dynamic company and we are proud of what we do. We help our clients get the best out of technology in their homes whether a simple one-room home cinema installation or a fully integrated multi-million-pound home. As one of the leading systems integrators in the UK, we bring together audio, television, lighting, telephone, data networks, security and other bespoke technology into a fully integrated and easy to use solution. Our projects range from high-end private homes to multi-dwelling residential developments and commercial office blocks. Located in South West London, we work with the most renowned architects, designers and developers within the industry and deliver projects throughout the UK and around the World. Our staff - from a range of architectural, commercial, design, programming and technical backgrounds - pride themselves in delivering tightly detailed, good value solutions that delight our customers. Our Aftercare Desk is responsible for managing our high-net-worth clients’ maintenance and service requirements. We are a growing team, providing contracted support packages, custom home technology solutions and upgrades. The team comprises of office-based service desk coordinators, who manage our client contracts and relationships, and the deployment of a team of dedicated field engineers and technical specialists, with support from our wider engineering pool. THE ROLE The Aftercare Services Delivery Manager will assist with the day-to-day management of the Aftercare Team, whilst focussing on customer satisfaction and fostering long-term client relationships. The ideal candidate will act as the one of the primary points of contact between the Aftercare Team and its clients, driving client retention, managing expectations, and identifying opportunities for financial growth. In the absence of Head of Aftercare, the Aftercare Services Delivery Manager will be expected to cover aspects of that role to ensure a continuation of ‘business as usual’. You will assist our Head of Aftercare to drive the team’s performance against agreed KPIs, ensuring that we are consistently meeting our clients’ expectations, in line with our contractual service level agreed response times. This will require an excellent understanding of our ticketing system, to assist with the efficient delivery of our services – both for existing services to our current clients, and new services to target markets. You will also be expected to identify ways in which we can drive additional revenue each month. As well as assisting with the management, growth, development and mentoring of the team, you will be expected to act as senior second-line support to the Service Desk Coordinators to deal with matters that have been escalated by them. You will work closely with the Head of Aftercare, wider project delivery team and with other members of the senior management team to achieve this. This role requires a quick thinker who can accurately capture client requirements, understand (or work with others to understand) what is required to fix the problem. The right person will recognise the importance of deadlines, meeting contractual obligations and balancing the rights and best interests of the client along with the interest of the company. They will be prepared to go the extra mile to maintain and continually enhance SMC’s reputation. We are often working with extremely wealthy clients who are paying for, and therefore expecting, the finest service. The successful candidate, with close support from colleagues, will feel confident and comfortable in this environment. As we are working in very demanding situations, a professional approachable manner is required at all times. This is an office-based role, and you will be expected to be in the office at least four days per week. RESPONSIBILTIES Responsibilities will include, but are not limited to: Line Management • Drive the team’s performance against agreed KPIs and ensure they’re meeting revenue, invoicing and cash targets • Ensure that all our client contract SLAs are met • Supervising the management and growth of the Aftercare Desk team • Assisting with team queries and day-to-day tasks and duties, including answering inbound telephone calls, emails and tickets. • Assisting with the management of our VIP client base • Understanding workload and ensuring it’s shared efficiently and equitably • First point of escalation for issues through the Aftercare Team and within the wider company • Support the Aftercare Team in ensuring that SMC's company procedures are followed and our ISO 9001, ISO 45001 and NSI accreditations are maintained • Provide constructive feedback to Head of Aftercare on process and task improvements • Identify ways in which we can drive more revenue each month among existing and new clients • Ownership of the monthly operational and financial reporting • Monitor and manage the team’s cashflow, invoicing forecast and aged debt • Complete financial month end process and WIP/DI for all Aftercare jobs, working with our Accounts Team to achieve this. • Responsible for the maintenance contract renewal process • Review profitability of maintenance contracts and ensure that the minimum contract margin hurdles are maintained • Responsible for understanding training requirements and coordinating with the SMC’s training delivery programme (for both engineers and the desk team) • Work with SMC’s Security Manager to ensure our continued compliance with the NSI Gold NACOSS Intruder Alarm regulations Client Communication • Ensure client expectations are aligned with service capabilities and delivery timelines. • Monitor, prioritise and take responsibility of escalated tickets or telephone call that requires management, ensuring they are processed in line with contracted client SLA’s and internal KPI’s • Serve as the one of the main points of contact between the Aftercare department and its clients, ensuring excellent service delivery and proactive communication. • Ensure all clients receive a clear summary of work carried out from Autotask, translating technical feedback if necessary and communicating any further action required • Develop and maintain strong, long-term client relationships, by handling client inquiries, concerns and requests in a timely and effective manner. • Monitor client satisfaction and proactively address issues before they escalate. • Collaborate with internal teams to ensure client needs are met. • Identify opportunities to upsell our contracts and services. • Assist with onboarding new clients and developing client success strategies. Service Implementation • Ownership of the monthly KPIs and improvements against them • Responsible for team delivery against monthly service revenue and margin targets • Ensure invoicing is carried out efficiently and sent to clients within SMC’s targets • Implementation of new services and accompanying processes, using our ticketing business management software, for new target markets for SMC • Review existing service delivery process for our current client base • Review tickets, data captured within them, appearance, workflow, automated actions and communications Scheduling Engineering Resource • Ensure the team is allocating jobs to our engineers according to skill, SLA, location etc for most efficient use of our engineering resource, along giving a clear and accurate scope of the job • Ensuring all clients are consistently informed of planned and reactive works through regular communication. • Liaise with our scheduling team on a bi-weekly basis to ensure that any variations in the team’s resource requirements are communicated and understood by the broader business • Ensure engineers complete effective job reports within SMC KPI timelines • Ensure the out of hours team rota is up to date, managed and communicated effectively PERSONAL SPECIFICATION Excellent interpersonal, communication, and conflict-resolution skills. • Excellent verbal and written communication skills • Strong administrative, project management and co-ordination skills, with a methodical approach and exceptional attention to detail • Proven experience in client relations, account management, or customer service. • Have a positive and optimistic approach to problem solving and desires continual improvement • Have the ability to work under pressure and sometimes to very tight deadlines. • Demonstrates initiative and enthusiasm, and the ability to multitask when managing multiple client accounts and priorities simultaneously • A client-focused mindset with a commitment to delivering high-quality service, whilst demonstrating a collaborative team spirit • Able to take the lead with team members when making decisions about priorities and to deputise for the Head of Aftercare when needed • Demonstrates exemplary adherence to process and details, such that tickets and information in our systems are invariably completed/ entered correctly • Has the potential to recognise opportunities for increasing company revenue within existing client base and new business channels KNOWLEDGE AND EXPERIENCE • A good understanding of SMC’s ethos, our clients and processes • An understanding of current technologies with an ability to communicate to a technical and non-technical audience • Proven background of delivering exceptional customer service within a service desk environment • Has worked with a ticketing system / contract management software to manage and implement company processes • Team and line management ability. Has experience in creating training and development plans for team members • Manage demanding clients in line with contract obligations and capabilities • Able to work to tight and conflicting deadlines • Analytical ability to spot trends in our reporting data • Detail-oriented to ensure reports and statistics are thorough and accurate • Able to effect and successfully manage change in the team • Able to collaborate and work across the different teams in the company • Able to prioritise commitments in the best interests of the company and its clients • An understanding of quality management systems / principals, and the requirement develop and implement business improvements WHY JOIN SMC? There’s a strong family feeling at SMC - many of us have been here for more than a decade (in fact two decades in some cases!) Our people remain the core of our success and we couldn’t do anything without this amazing team - it is their energy that has driven us forward, helped us deliver great projects, support our fantastic clients, learn, grow and kept it fun. If you’re good at what you do, cheerful and reliable we’d love you to join us. You’ll enjoy a host of perks, on top of a satisfying salary. And that’s not all: We’re award winning: M any of our projects have been recognised by CEDIA and other industry bodies, as well as leading suppliers including Crestron and Lutron. We’re well established: we have been around for over 30 years and have a wealth of knowledge and experience within the team. We’re working worldwide: We have teams working across Europe and further afield, so if you have language skills, enjoy travel, or both, we’ll work hard to get the best out of you and give you some exciting experiences We’re always thinking of you: We run a contributory pension scheme, and you’ll have access to plenty of other great benefits such as a cycle to work scheme savings, a company mobile and more. We’re growing: It is easy to get stuck in a small company and get lost in a large company - we’re in the middle, with plenty of opportunities to learn, challenge yourself, do well and progress. We believe in diversity, equity and inclusion: We encourage a culture where everyone can be themselves at work, with equal opportunity to succeed and to feel included. We know how to have fun: Whether Friday drinks, our legendary summer sports days or just taking part in a charity fitness challenge - we can guarantee you’ll make great friends and we hope you’ll share the enjoyment at SMC. If you’re good at what you do, cheerful and reliable we’d love you to join us!