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Client Service Manager
2 months ago
A leading player in the commercial HVAC world that works with a blue-chip client list across the UK (2,000+ sites) is looking for a Client Service Manager to take responsibility for managing the service and maintenance contracts they have across the Manchester area, ensuring client service levels are maintained at a peak level and customer satisfaction is achieved (they have a 98% customer retention rate).
You will manage a team of mobile engineers that are on client site delivering installations, remedial work, and maintenance – you will also manage the associated P&L keeping a keen eye on bottom-line figures and cost control. You will be adept at managing customer relationships ensuring contract renewals are consistent and remedial works are delivered in a timely manner with a high level of quality. You will be a driven and perceptive Service Manager or Operations Manager who has a track record of people management, strong leadership, and a canny hand at managing P&L.
Our client is unusual in their industry in that they have built the company on an employee ownership model, where every single employee (over 140) contributes to the growth and evolution of the company and is rewarded accordingly. They empower every employee to be a key factor in the company’s success – striving for excellence and pursuing continuous improvement both internally and externally with their customers.
Responsibilities / Skills required as Client Service Manager:
Strong track record in service management or operations management
Experience managing a team of engineers
Excellent planning and resource allocation skills
Knowledge of the HVAC industry, namely air conditioning, heating, cooling, wet systems and plant rooms
Exception customer service skills with an ability to manage a range of client conversations such as technical information, service / maintenance discussions, planning remedial works, and maintaining a high level of customer satisfaction
P&L management experience with a cost-control mindset
Salary and Benefits As Client Service Manager:
Salary up to £50K (DOE)
Car allowance
Pension
Annual bonus scheme (based on team net profit, service levels etc)
Employee-owned trust profit sharing each year (after the first full year)
To apply for this role as Client Service Manager, please click apply online and upload an updated copy of your CV.
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