About the Role
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* As a Service Team Manager, you will be responsible for leading a team of service desk professionals to deliver exceptional support and results.
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Main Responsibilities:
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1. Manage customer relationships, ensuring service delivery aligns with agreed contracts and SLAs.
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2. Resolve customer complaints with empathy and efficiency, turning feedback into actionable service improvements.
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3. Owning the commercial side of service operations including monthly invoicing, account queries, and profitability tracking.
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4. Oversee engineer scheduling and workload allocation in coordination with the Maintenance Manager.
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5. Monitor team and individual performance metrics, response times, job closures, time utilization to ensure KPIs are met or exceeded.
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6. Manage van stock audits, warranty claims, and service call preplanning through to completion.
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Requirements:
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* Proven experience in managing service or operations teams, ideally in a technical or field-based environment.
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* Strong leadership and people management skills with the ability to develop and inspire.
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* Customer-first mindset with a natural ability to solve problems and manage escalations.
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* Solid commercial awareness, invoicing, cost control, and efficiency metrics.
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* Organized and proactive with excellent attention to detail.
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* Able to juggle multiple priorities and lead a team in a fast-paced environment.
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* Tech-savvy and confident working with service management platforms and reporting tools.
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Benefits:
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* Pension scheme.
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* Employee assistance program.
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* Death in service benefit.
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