Service Manager

3 weeks ago


Stafford Staffordshire, United Kingdom Blue Cube PCS Full time

About the job

To lead the service team in the pursuit of Customer Service Excellence. Providing an active support service to all departments and customers alike managing customer interactions and providing exemplary levels of support. Using continuous improvement to constantly evolve the Blue Cube Service offering

Responsibilities

  • Provide a central focal point for the service team and customers.
  • Developing and implementing service standards and procedures for the service delivery department
  • Supervising / coaching and mentoring members of the service delivery team to build a balanced high performing team.
  • Maintaining customer relationships and resolving any service problems and customer complaints.
  • Updating service methods to improve overall efficiency and a high level of first-time fixes.
  • Conducting periodic appraisals of the service team and identifying areas for improvement.
  • Creating and presenting regular reports to senior management, using data to look for trends in failures and building proposals to limit the impact of such trends.
  • Develop a network of sub-contractors and manage the sub-contractors to ensure the highest standards of service for our customers.
  • Instructing customers on equipment operation, care and maintenance
  • Managing our team of field-based engineers, conducting van and stock audits on a regular basis.,
  • Conducting scheduled site surveys to monitor the performance of our own engineers and sub-contractors’ engineers.
  • Working alongside the sales team to deliver confident support solutions to customers.
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