Wtech Fire Group are an internationally recognised leader in Fire Safety and Security. We deliver the best Customer Service to attract and retain the Best People to work with the Best Technology in the Best Workplaces. We live our Company Values: Wellbeing, Technical Excellence, Ethics, Collaboration & Honesty.
THE ROLE
The Service Manager will be responsible for overseeing the delivery of high-quality service, maintenance and support across all customer touchpoints. This includes managing teams responsible for customer service, technical support, field service operations, and service improvement initiatives. The ideal candidate will have a strong background in service delivery, strategic planning, Client relationships and team leadership, combined with excellent communication and problem-solving skills.
Reporting to: Engineering Director
Hours: 39hrs per week
Days: Monday - Friday
ESSENTIAL CRITERIA
* Minimum 3+ years' experience in a leadership role within a Service or Customer Support Department and managing international or multi-site service teams.
* Minimum 3+ years' experience within the Fire industry.
* Minimum 3+ years' experience with CRM platforms and other service management tools.
* Demonstrable track record in improving customer satisfaction and driving service excellence.
* Exceptional leadership, communication, and interpersonal skills.
* Ability to work under pressure and handle escalated issues in a calm, effective manner.
DESIRABLE CRITERIA:
* Master's in business management, Service Management, or a related discipline.
DUTIES & RESPONSIBILITIES
* Develop and implement service strategies that align with overall business goals.
* Lead and inspire a team of service professionals, fostering a culture of continuous
* improvement and customer-centricity.
* Oversee customer support operations, ensuring that customer issues are resolved in a timely and satisfactory manner.
* Monitor customer feedback and implement improvement plans to enhance service levels.
* Act as a senior point of escalation for critical customer issues, working to resolve them swiftly.
* Drive operational excellence through the use of key performance indicators (KPIs) and service level agreements (SLAs).
* Ensure compliance with all regulatory and legal requirements related to service delivery.
* Mentor, coach, and develop the service team, identifying training and development needs to ensure optimal performance.
* Build and maintain relationships with key vendors, contractors, and service partners.
* Regularly report to senior leadership on service performance metrics and key initiatives.
* Analyse data to identify trends, risks, and opportunities for service improvement.
BENEFITS
* Bike to work scheme
* Company events
* Company pension
* Employee assistance program
* On-site parking
Wtech Fire Group is an Equal Opportunities Employer.
We value diversity, equity, and inclusion; we recognise the benefits it can bring to the workforce and our Client's that we support. We celebrate difference and want our People to be representative of all communities, genders, backgrounds and skill levels. If you require reasonable accommodation for any part of the recruitment process, please do not hesitate to let us know.
Our diverse representation is enriched by many characteristics, including race, ethnicity, gender, age, disability, neurodiversity, sexual orientation, religious beliefs, culture, language, and education, as well as professional and cultural experience.
We welcome job applicants from all communities, cultivating a culture of inclusion for employees and respecting all individuals.
Our differences make us a better team – make better decisions, drive innovation, and deliver better business results.