HOT NEW ROLE!
Service Manager
Customer Service and Engineering Operations
Are you ready to lead service excellence at scale?
This is a senior, hands-on leadership opportunity for an experienced Service Manager who thrives on accountability, people development, and delivering outstanding customer outcomes. You will take ownership of both office-based Customer Service teams and field-based Engineers, shaping service delivery end to end and influencing the wider business.
If you enjoy building high-performing teams, improving processes, and being the go-to person for complex service challenges, this role gives you the authority and scope to make a real impact.
The opportunity
As Service Manager, you will lead from the front, setting clear expectations, driving performance against SLAs and KPIs, and embedding a culture of service excellence, fairness, and continuous improvement.
You will sit at the heart of operations, working closely with senior stakeholders while having genuine autonomy to improve systems, develop people, and enhance customer loyalty.
What you will be responsible for
Service excellence and customer experience
*Champion outstanding customer service across all touchpoints
*Own escalated complaints and resolve issues professionally and decisively
*Drive SLA compliance and continual improvement of processes and standards
*Strengthen customer retention through proactive engagement
*Authorise refunds and goodwill gestures within agreed parameters
*Contribute to management meetings and strategic discussions
Leadership and team development
*Lead, motivate, and develop office-based Customer Service teams and field Engineers
*Create a positive, inclusive culture aligned to company values
*Recruit, onboard, and performance manage team members
*Deliver regular training, coaching, and development plans
*Conduct monthly one-to-ones and annual reviews
*Manage disciplinary matters fairly and consistently
*Implement succession planning and retention strategies
Performance, reporting, and control
*Manage team budgets effectively
*Produce weekly and monthly KPI reports with clear analysis
*Drive performance across KPIs including SLAs, NPS, financial targets, quote acceptance, and productivity
*Identify and implement new ways to measure and improve customer satisfaction
What you will bring
*Minimum five years experience in customer service leadership within a fast-paced environment
*Proven experience managing both office-based teams and field engineering operations
*Strong, fair, and confident leadership style with high standards
*Experience in recruitment, performance management, and disciplinary processes
*Excellent communication, organisation, and stakeholder management skills
*Commercial awareness with experience managing budgets and KPIs
*Calm, structured approach to resolving escalated complaints
*Educated to A Level or equivalent
Key strengths for success
*Customer focused and empathetic
*Approachable, confident, and emotionally intelligent
*Analytical with strong attention to detail
*Resilient, patient, and level-headed under pressure
*Agile and responsive to changing priorities
*Fair, consistent, and self-aware
What you get in return
*Pension scheme
*Up to 25 days holiday plus bank holidays, plus attendance bonus
*BUPA employee assistance programme
*Career progression within a growing, reputable business
*Company sick pay
*Rewards and recognition schemes
*Ongoing training and development
*Company events
*Office-based role with standard Monday to Friday hours
*One day working from home available after probation
Sounds like the perfect opportunity? Great! Don’t miss out! Give Marcel Woodcock a call