Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the service team to deliver exceptional customer experiences and manage departmental performance.
- Company: Join a well-established company with nearly 70 years of excellence in customer service.
- Benefits: Enjoy a supportive work environment with opportunities for professional development and growth.
- Why this job: Be part of a dynamic team focused on continuous improvement and delivering top-notch service.
- Qualifications: Must have a degree, UK driving licence, and at least 3 years in a managerial service role.
- Other info: This is an office-based role; experience with customer management systems is a plus.
The predicted salary is between 36000 - 60000 £ per year.
We are recruiting a Service Manager to be based at our client’s purpose-built warehouse, assembly and office facility on the outskirts of Norwich. The company is well established having traded for almost 70 years and has a reputation for excellence, customer support and the delivery of outstanding customer service.
THE POSITION
The Service Manager role will be responsible for the Service function within the business, ensuring the department runs effectively and delivers the very best in customer experience. The position will manage the service team and will be responsible for regular appraisals, support, professional development initiatives and personnel requirements across the service management team. The successful candidate will have ideally worked in a similar managerial position leading a team of service roles and having ultimate responsibility for the performance of a service department. They will be process driven, and passionate about delivering impeccable service. A proactive approach, excellent communication skills and a people-first, leadership mindset will be central to this role.
PRIMARY RESPONSIBILITIES
- Ensure the Service Helpdesk function delivers against contractual obligations and provide comprehensive reports into senior management, as necessary.
- Internal KPI management and monitoring of service delivery performance against set metrics.
- Managing escalations through to resolution with the right priority levels and customer communication.
- Manage Sub-contractors.
- Owning the P&L account and contributing to annual budgeting and forecasting activity for the department.
- Leading a lean, efficient and profitable department with a focus on continual improvement.
PERSONAL SPECIFICATION
- UK Driving licence (essential)
- Excellent command of English grammar and spelling
- Degree level education
- ITIL Service Management certified is a bonus
Experience
- At least 3 years experience managing a service function
- Experience of managing escalations or other complicated issues
- Experience of supporting large client contracts
- Experience managing both a field service and helpdesk team
- Experience managing mid-level managers
- Experience managing P&L account
Qualities and Attitude
- Strong leadership skills
- Pro-active and driven
- Process focused with excellent attention to detail
- Excellent interpersonal skills and ability to motivate team members
- Ability to consistently meet high standards and expectations, and encourage others to do so
- Ability to work under pressure and to deadlines
- Process driven
Systems
- Proficient with Microsoft Office including Outlook, PowerPoint, Word, Excel etc.
- Familiar with customer service management systems or ticketing portals
- Experience with SAP
- Experience with Freshdesk Customer Management System
This is an office-based role and a car/DVLC is essential. If you are interested in knowing more about the role, please apply and a member of the team will call you for a chat.
Service Manager employer: Service Service
Contact Detail:
Service Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager
✨Tip Number 1
Familiarise yourself with the company's history and values. Since they have a strong reputation for excellence and customer support, demonstrating your understanding of their ethos during any conversations can set you apart from other candidates.
✨Tip Number 2
Prepare to discuss your previous experience in managing service functions. Be ready to share specific examples of how you've handled escalations or complicated issues, as this will showcase your problem-solving skills and leadership capabilities.
✨Tip Number 3
Highlight your proficiency with relevant systems like Microsoft Office and customer service management tools. Being able to demonstrate your technical skills can reassure the hiring team that you can hit the ground running.
✨Tip Number 4
Showcase your leadership style and how you motivate teams. Since the role requires managing a service team, discussing your approach to professional development and team dynamics can help illustrate your fit for the position.
We think you need these skills to ace Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management, particularly any roles where you've led a team or managed escalations. Use specific examples to demonstrate your leadership skills and process-driven approach.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention your experience with P&L management and how you have successfully improved service delivery in previous roles.
Highlight Relevant Qualifications: If you have an ITIL Service Management certification or degree-level education, be sure to mention these qualifications prominently. They are valuable assets that align with the job requirements.
Showcase Communication Skills: Given the importance of excellent communication in this role, provide examples in your application of how you've effectively communicated with teams and clients, especially during escalations or complex issues.
How to prepare for a job interview at Service Service
✨Showcase Your Leadership Skills
As a Service Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your approach to motivating team members and managing performance.
✨Understand the Company’s Values
Research the company’s reputation for excellence and customer support. Be ready to discuss how your values align with theirs and how you can contribute to maintaining their high standards in customer service.
✨Prepare for Scenario-Based Questions
Expect questions about managing escalations and complicated issues. Think of specific situations where you successfully resolved conflicts or improved service delivery, and be prepared to explain your thought process.
✨Familiarise Yourself with Relevant Systems
Since the role requires proficiency in various systems like SAP and Freshdesk, brush up on these tools. If you have experience with similar systems, be ready to discuss how you used them to enhance service management.
