About us
Serv-ICE is a growing Refrigeration Services company focused on the Hospitality sector. We operate in and around Greater London working for some of the best restaurants, private members clubs and hotels in the city.
We offer a high level of service to our customers and pride ourselves on having an outstanding team of field engineers. Our focus is on the service and repairs of refrigeration equipment and cold rooms.
We are a growing company that offers great opportunities to its team and is looking for people who take pride in their work and are team players.
Our office is based in Westerham, Kent so you must be within commuting distance.
Your role and responsibilities
As Service Manager, you will be responsible for leading our operations and ensuring exceptional service delivery across all customer touchpoints. This is a hands-on leadership role where you'll drive both operational excellence and team development.
Team Management & Leadership
- Manage and develop our team of field engineers and service coordinators
- Conduct regular performance reviews, training needs assessments and career development planning
- Recruit, onboard and mentor new team members
- Foster a positive team culture focused on quality, safety and customer satisfaction
- Coordinate work schedules, resource allocation and engineer assignments
Operational Excellence
- Oversee daily service operations to ensure timely response to customer calls
- Monitor service quality metrics and implement continuous improvement initiatives
- Manage customer relationships and resolve escalated service issues
- Ensure all service reports are completed accurately and shared with customers promptly
- Coordinate with suppliers for parts procurement and inventory management
- Prepare and present quotes for major repairs
Health & Safety
- Develop, implement and maintain comprehensive health and safety policies
- Conduct regular safety training and toolbox talks
- Ensure compliance with relevant regulations including F-Gas, COSHH and working at height
- Investigate incidents and implement corrective actions
- Maintain safety documentation and certification records
- Conduct risk assessments for new sites and procedures
Fleet & Asset Management
- Oversee vehicle fleet maintenance, repairs and compliance
- Manage van stock levels and equipment inventory across all vehicles
- Coordinate vehicle replacements and upgrades
Customer Relations
- Build and maintain strong relationships with key hospitality clients
- Handle complex customer complaints and service recovery
- Monitor customer satisfaction and implement feedback improvements
What we look for
Essential Requirements
- Proven experience in a service management role, preferably in refrigeration, HVAC or similar technical services
- Strong leadership and people management experience with demonstrable team development skills
- Excellent understanding of health and safety regulations and best practices
- Experience managing vehicle fleets and mobile service operations
- Outstanding communication and customer relationship skills
Highly Desirable
- Refrigeration or HVAC technical background or qualifications
- IOSH Managing Safely or equivalent health and safety qualification
- Knowledge of relevant industry standards and compliance requirements
Personal Qualities
- Natural leader with ability to inspire and motivate teams
- Strong problem-solving skills and ability to work under pressure
- Excellent organizational skills with attention to detail
- Proactive approach with ability to anticipate and prevent issues
- Customer-focused mindset with commitment to service excellence
- Adaptable and resilient in a fast-paced environment
What we offer
* A friendly, supportive work environment with excellent team culture
* Professional development opportunities and training budget
* Clear progression opportunities within our growing business
* Annual leave entitlement increasing with tenure
* Personal pension scheme
* Refer a Friend reward scheme
* Flexible working arrangements where operationally possible
Job Types: Full-time, Permanent
Pay: From £45,000.00 per year
Benefits:
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* On-site parking
* Referral programme
* Work from home
Application question(s):
* The office is in Westerham, Kent. Please confirm you are able to commute to the office most days.
* What is the unique ability that sets you apart from other applicants ?
Work authorisation:
* United Kingdom (required)
Work Location: In person