At a Glance
- Tasks: Lead service delivery for software implementations and customer support, ensuring efficiency and client satisfaction.
- Company: Growing software solutions provider with a focus on innovation and service excellence.
- Benefits: Competitive salary of £50k, hybrid work model, and excellent benefits.
- Other info: Opportunity for career growth in a collaborative and regulated industry.
- Why this job: Shape and scale the service function while making a real impact in a dynamic environment.
- Qualifications: 5+ years in service management or related roles, with strong communication and stakeholder skills.
An exciting opportunity has arisen for an experienced Service Manager to join a growing software solutions provider. This role offers the opportunity to lead the delivery of services across software implementations, customer support, professional services, and screening solutions. You will play a key role in shaping and scaling the organisation's service function.
Key Responsibilities
- Oversee the delivery of software implementations, support services, and professional services, ensuring projects are delivered efficiently, on time, and within budget.
- Manage customer escalations, ensuring timely resolution and maintaining high levels of client satisfaction.
- Define, monitor, and report on service levels and KPIs, implementing improvements where required.
- Work closely with Product, Technology, and Account Management teams to align service delivery with business objectives and drive continuous improvement.
- Lead, develop, and scale the professional services function, including screening, outsourced processing, and disclosure services.
- Act as the internal subject matter expert for DBS processes and compliance requirements.
- Drive the growth and development of screening and verification services while balancing operational efficiency with service quality.
- Coordinate and support client audit requests, ensuring information is gathered and validated accurately.
Skills & Experience
- Previous experience in a Service Manager, Operations Manager, Professional Services Manager, or Customer Success leadership role.
- Minimum of 5 years' experience working within onboarding, screening, compliance, or regulated industry environments.
- Experience working closely with Software Development, Product, or Technology teams.
- Strong understanding of service management principles, KPIs, SLA management, and operational performance monitoring.
- Excellent communication and stakeholder management skills, with the ability to build strong relationships across departments and with clients.
Desirable Skills
- Experience within screening, compliance, vetting, or background checking services.
- Knowledge of DBS Code of Practice and Responsible Body requirements.
- Experience managing outsourced service providers and supplier governance processes.
- Exposure to regulated sectors and compliance-driven environments.
If you have not heard back from us within 5 working days, please assume that your application has been unsuccessful on this occasion. Your profile may be considered for other suitable vacancies that arise within the next 12 weeks.
Contact – Alex
Service Manager in Hale employer: Erin Associates
This company stands out as an excellent employer due to its commitment to employee growth and a collaborative work culture. With a competitive salary, generous benefits including a 10% bonus and 25 days of holiday, and the opportunity to lead a dynamic product team, employees can thrive in a supportive environment that values innovation and professional development, all while enjoying the flexibility of remote work with proximity to South Yorkshire.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager in Hale
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Erin Associates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Erin Associates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Manager in Hale
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Erin Associates:Your cover letter is your chance to shine! Tell us why you want to work at Erin Associates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Erin Associates!
How to prepare for a job interview at Erin Associates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
