Service Manager
Job Overview
To oversee the call centre and office staff to ensure smooth running of the business on a day-to-day basis.
To manage the service team, coordinating with contractors, ensuring high-quality service delivery, and maintaining strong client relationships. The Service Manager plays a crucial role in driving efficiency, customer satisfaction, and business growth.
Key Responsibilities
Operations Management·
Oversee daily service operations, ensuring timely and efficient repair and maintenance of commercial catering equipment and other facility management services provided to customers, stepping in where required.
Develop and implement strategies to improve service efficiency and customer satisfaction, making recommendations to the MD.
Oversee job scheduling, resource allocation, and workflow coordination to ensure cost effective choices and sharing the workload.
Ensure compliance with health and safety regulations and industry standards.
Take ownership and accountability for ensuring jobs are successfully managed against the RCD targets.
Lead and deliver specific bespoke projects against timelines and actions.
Management of subcontractors against company guidelines.
Utilise company management reports to identify areas of challenge and opportunity and take ownership to address.
When needed, provide operational resource and cover for the team.
Leadership of quality management and continuous improvement with customers, including quarterly check ins with biggest customers.
Ongoing management and updates of the operations manual and other related documents. Team Leadership & Development
Lead, mentor, and support the team where required to ensure the workload is covered in a timely manner and inline with SLA’s. This may mean on occasion helping to cover during emergency periods.
Ensure cover for each area of the business is in place for staff holidays and ensure all team members are clear on the their involvement.
Conduct training programs to enhance the team's understanding of the processes and service quality.
Monitor performance via the system reports, provide feedback and direction, and manage staff to ensure daily priorities are completed effectively. This is to include the company returns tracker and sales/purchase invoice spreadsheets.
Manage team members with areas for improvement, documenting the requirements and steps taken, reporting to the MD where required via weekly meetings.
Ensure team members are working inline with the company’s objectives/plans.
Assist the MD/FM with any HR requirements that arise supporting the company and help to ensure we meet our responsibilities and objectives.
Customer Relations & Business Growth
Serve as the primary point of contact for key clients, ensuring exceptional service delivery.
Address customer concerns, resolve service issues, and implement solutions for continuous improvement via discussion with the MD.
Work closely with the team to identify new business opportunities and support contract negotiations, highlighting any with potential to the MD.
Financial & Reporting Responsibilities·
Monitor key performance indicators (KPIs) and prepare reports on service performance to manage the team daily.
Ensure monthly sales targets are achieved collaborating with the finance team