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For Companies At a Glance
- Tasks: Lead and manage service operations for a national retail network, ensuring top-notch customer experiences.
- Company: Join a growing national organisation launching exciting new in-house brands.
- Benefits: Enjoy future flexibility, career growth, and a supportive, collaborative work culture.
- Why this job: Shape the future of service delivery while making a real impact in a stable environment.
- Qualifications: Experience in retail service management, strong leadership, and problem-solving skills required.
- Other info: Opportunity to build and lead your own team in a dynamic role.
The predicted salary is between 36000 - 60000 £ per year.
A brand-new opportunity has opened up for an experienced Retail Service Centre Manager to join a growing national organisation at a pivotal moment in its journey. With the upcoming launch of several new in-house brands, this newly created role will be key in building and leading the company’s centralised service function—supporting a large network of retail partners and ensuring a smooth, professional customer experience from end to end.
This role would suit someone from a technical repair/service centre background with hands-on experience in managing repairs, parts distribution, customer queries, and aftercare support—and the leadership skills to help build and grow a function from scratch.
What You’ll Be Doing
- Act as the main point of contact for all service-related queries, repairs, returns, and parts dispatches across the UK
- Work closely with a nationwide retail network to ensure a smooth, consistent customer service experience
- Manage service requests and escalations with a practical, customer-first mindset
- Oversee the logistics and coordination of repairs and replacements, ensuring SLAs and service standards are met
- Collaborate with internal teams (logistics, purchasing, IT) to improve service performance and efficiency
- Set up and implement best practices, service procedures, and reporting tools
- Track service data, identify trends, and provide actionable insights to senior leadership
- Support the development of a national service proposition
- Build a roadmap for future team growth, including recruitment and onboarding of engineers or support staff
- Contribute to circular economy initiatives by exploring graded stock and rework solutions
- Visit partner locations and engineers when needed for support, troubleshooting, or performance reviews
What We’re Looking For
- Proven experience in Retail service centre or operations management, ideally in consumer electronics, appliances, or repair-focused environments
- A hands-on leader who enjoys rolling up their sleeves and solving problems
- Excellent organisational, communication, and stakeholder management skills
- Strong understanding of service SLAs, repair logistics, and returns handling
- Experience using customer service or ticketing systems
- Ability to build strong internal and external relationships
- Forward-thinking and proactive – someone who enjoys creating structure where there is none
Why Apply?
- Be the driving force behind a brand-new function in a growing and stable organisation
- Have a real impact on how service is shaped and delivered nationwide
- Work in a supportive environment with low staff turnover and collaborative culture
- Long-term career growth, with the opportunity to build and lead your own team
Ready to make your mark? Apply now or reach out for a confidential chat to learn more, please contact Louise for an initial chat.
Contact Detail:
ReQuire Consultancy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Service Manager
✨Tip Number 1
Network with professionals in the retail service centre industry. Attend relevant events or join online forums to connect with others who may have insights into the role and the company culture at StudySmarter.
✨Tip Number 2
Research the latest trends in customer service and repair logistics, especially within consumer electronics. Being knowledgeable about current practices will help you stand out during discussions with our hiring team.
✨Tip Number 3
Prepare to discuss your hands-on leadership experiences in detail. Think of specific examples where you've successfully managed repairs or improved service processes, as these will resonate well with us.
✨Tip Number 4
Familiarise yourself with our company values and mission. Understanding what drives StudySmarter will allow you to align your answers and demonstrate how you can contribute to our goals during the interview.
We think you need these skills to ace Field Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in retail service centre management, particularly in consumer electronics or repair environments. Use specific examples to demonstrate your leadership skills and hands-on problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company’s needs. Emphasise your experience with service SLAs, logistics, and customer service systems, and explain how you can contribute to building a new service function.
Highlight Key Skills: In your application, focus on key skills such as organisational abilities, communication, and stakeholder management. Provide examples of how you've successfully managed service requests and improved service performance in previous roles.
Show Enthusiasm for the Role: Convey your excitement about the opportunity to shape and deliver service nationwide. Mention your proactive approach and willingness to create structure in a new function, which aligns with the company's goals.
How to prepare for a job interview at ReQuire Consultancy
✨Showcase Your Leadership Skills
As a Field Service Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams or projects in the past, focusing on your hands-on approach and problem-solving skills.
✨Understand the Company’s Vision
Research the organisation and its upcoming in-house brands. Be ready to discuss how you can contribute to their service function and align with their goals, showing that you're not just looking for a job but are genuinely interested in their mission.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle service-related queries and escalations. Think of specific scenarios from your previous experience where you successfully resolved issues, ensuring you highlight your customer-first mindset.
✨Demonstrate Data-Driven Decision Making
Since tracking service data and providing insights is crucial for this role, be prepared to discuss how you've used data in the past to improve service performance. Bring examples of trends you've identified and the actions you took based on those insights.
