Customer Service Manager

Customer Service Manager at The NSS Group Part of NSS Maintenance The Division NSS Maintenance is a leading working-at-height contractor, providing exceptional services across the UK. We specialize in supporting our wide ranging clients with specialist roofing and glazing solutions across the UK. Operating nationwide from four strategically located depots, we offer both planned and reactive services to the commercial, retail, and industrial sectors. As part of the NSS Group, which employs 650 talented individuals, we pride ourselves on delivering excellence with our in-house expertise and a fully serviced fleet of truck-mounted access equipment. If you're passionate about making an impact and want to be part of a dynamic team that values innovation and collaboration, we’d love to hear from you! Job Overview We are seeking an experienced and proactive Service Delivery Manager to lead our high-performing Service Hub team and drive exceptional standards of customer service. In this pivotal role, you will manage a dynamic team of approximately 30 Service Desk Coordinators, Administrators and Team Leaders, ensuring seamless communication and outstanding customer satisfaction. Your job will include: * Lead and motivate a high-performance team of approx. 18x SD Coordinators / 7x Administrators / 4x Team Leaders * To champion communication, measure communication and maintain / better KPIs surrounding this topic to improve customer service. * Provide clear direction to your team. Drive productivity, efficiency and high standards of work. * Proactively monitor standards and performance. Ensure the Service Hub team are fulfilling all role requirements * Take responsibility for managing the whole employee lifecycle within your team from recruitment/induction to departure. Manage performance concerns professionally with HR support where necessary * Implement process improvement to ensure 100% satisfaction of customer needs * To arrange and lead selected customer relationships and ensure key involvement in many top 10 client reviews * Design and distribute weekly / monthly KPI’s to senior management and external customers * Encourage and support personal development within your team. Plan for succession. * To implement & champion new initiatives or software’s such as ‘Fresh desk’ and “re-occurring client feedback” exercises * Manage customer service escalations and resolve professionally * Ability to set individuals KPI’s and manage performance and quality * 1-2-1 / Group coaching sessions * Report daily on existing and new KPI’s, quality data shared with Senior Management * Being part of the senior leadership team within NSS Maintenance * Supporting the Operations Director and senior leadership team with ad-hoc projects and continuous improvement initiatives * Portal based customer service across a wide range of FM clients You are good at: * Leading, inspiring and developing teams through accountability, compassion and empowerment * Collection of data and analysis of data * Microsoft excel, PowerPoint and Power BI * Emotional intelligence * Ability to see, design and implement change * Collaborating with Operations and Sales teams to achieve shared goals * Continuous improvement and adapting to external environments quickly * Identifying a sense of urgency when the requirement to act arises * Thriving in fast paced environments (e.g Storms spike our work volumes) Benefits: – Death in service – Career progression opportunities – 25x days holiday + bank holidays – Auto enrolment pension plan – Free office refreshments – Free on-site parking – Medicash health cash plan with discount on dental, health screening, gym discount, store discounts, specialist consultations and much more – Monthly Reward and Recognition Scheme where our top performers are rewarded with vouchers for many retailers – Trade Point Card which will enable you to get 10% off at any B&Q – Day off for your birthday after length of service – Eye care vouchers – Referral bonus scheme About NSS We’re a UK nationwide specialist services provider, offering a unique package of self-delivered services anywhere in the UK. We deliver a one-stop solution for planned and rapid response reactive services and we’re specialists at working at height. From building maintenance to window and technical cleaning, access equipment and electrical testing – our dependable, in-house team works around the clock and across the nation, setting new standards for safety, speed and consistency. We call it reliably consistent expertise. Everything we do at NSS is underpinned by our vision and values. We are proud to be Platinum accredited by Investors in People. NSS Values – The Safest way – Continues improvement – Working Together – Dependable Service – Empowering people