In-Work Support Service Manager

4 days ago

Glasgow, United Kingdom JSS Search Full time

Service Support Manager Hours: 12.30pm – 9pm and 1.Salary: £45k + Bonus + Shift Allowance

Are you a motivated and people-focused leader with a passion for delivering exceptional service? Our Service Support team is a dedicated, energetic, and customer-centric function, crucial to delivering world-class support to our Ambassadors, Clients and Consultants. From day-to-day operational assistance to resolving complex issues through cross-functional collaboration, the team ensures frictionless business transactions and an outstanding service experience.

As Service Support Manager , you will lead and develop this function to deliver on time, right first time, every time . You’ll ensure the team operates in alignment with business strategy, supports regional growth, and continuously enhances service through insight, proactive problem-solving and a strong coaching culture.
You will be the driving force behind team development, change leadership, service excellence and stakeholder engagement—ensuring our people, processes and performance consistently exceed expectations.

Champion our values and Service Excellence principles, acting as a strong role model across the function.
Lead, coach and mentor the team to ensure high performance, clear development planning and continuous skills growth.
Oversee the delivery of all SLA and KPI commitments, reallocating resources to maintain seamless service.
Identify and implement process improvements to enhance workflows, turnaround times and overall service quality.
Proven leadership experience with strong coaching, mentoring and feedback skills.
Excellent planning, organisation and analytical abilities, with strong attention to detail.
Outstanding time management and the ability to thrive under shifting priorities in a fast-paced environment.
Strong reporting skills with the ability to translate data into actionable insights.

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