Who we are
Founded in 2000, Thinventory is a global provider of field service technology and logistics, offering creative solutions helping improve engineer productivity and optimise inventory performance. Thinventory has been designed with field service in mind. By optimising engineer efficiency, minimising distribution costs and environmental impact, and enhancing inventory visibility, Thinventory streamlines the entire field service supply chain.
For our customers, our unique combination of software and expertise from Thinventory has fast become the final word when it comes to field service inventory distribution and reverse logistics.
Role overview and purpose
We are seeking a proactive and knowledgeable individual to oversee and support all aspects of service delivery for our clients. This role involves managing service level agreement (SLA) performance, handling associated reporting and data analysis, and implementing efficiencies across operational processes. Your logical and systematic approach will be instrumental in driving continuous improvement and ensuring exceptional service standards.
Position details
Position title: Service Excellence Manager
Location: Home Based (Travel to Coventry & Milton Keynes)
Working pattern: Monday - Friday
Hours of work: 37.5
Reporting to: Senior Service Excellence Manager
Specific responsibilities
In this role, you will play an important part in delivering high quality service for our customers and internal teams, while continuously identifying ways to improve our processes. We are looking for someone who enjoys working collaboratively, is eager to learn, and is committed to making a positive impact.
* Support the delivery of key operational processes and continuously seek opportunities for improvement.
* Act as a main point of contact for daily service delivery, building strong and respectful relationships with colleagues, customers, and partners.
* Monitor service level agreements (SLAs) and performance metrics to ensure we exceed expectations.
* Analyse data and prepare service updates, including key performance indicators (KPIs), for regular review meetings.
* Work closely with internal teams to ensure consistent and aligned service delivery across functions. Spend time at customer locations to understand their operations and identify ways our services can support them.
* Take ownership of escalated customer issues, ensuring timely, clear, and professional resolution.
* Build strong knowledge of our customers solutions and how they are applied across Thinventory.
* Ensure our service delivery aligns with contractual agreements and service expectations.
* Explore potential growth opportunities in collaboration with the Account Development Manager.
* Understanding supplier contracts and overseeing related systems, reporting, and performance tracking.
Skills and abilities
We are open to a variety of backgrounds and experiences. If you have the following experience or knowledge, you will be well placed to succeed:
* A strong understanding of commercial principles and how businesses operate.
* The ability to communicate clearly, confidently, and appropriately at all levels.
* A structured, logical approach to solving problems and identifying solutions.
* Previous experience managing or supporting high-value accounts.
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