At a Glance
- Tasks: Lead a team to manage key accounts and ensure top-notch service delivery.
- Company: Join DMD UK Drain Doctor, a leader in customer service excellence.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for professional development and cross-functional collaboration.
- Why this job: Make a real impact by enhancing client relationships and driving service improvements.
- Qualifications: 3+ years in customer support management and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
The Service Delivery Manager is responsible for the effective management of the company’s key and national accounts. This includes overseeing service delivery, maintaining strong client relationships, and leading a team of Key Account Administrators to ensure performance against agreed KPIs. In addition, the role is responsible for managing the day-to-day operation of the call centre, ensuring customer enquiries are responded to promptly and effectively, and converted into work for the franchise network or corporate locations where appropriate.
KEY RESPONSIBILITIES
- Leadership & Account Management
- Line manage and support the Key Account Administration team.
- Maintain strong and effective communication with a portfolio of Key Accounts.
- Take ownership of national and key account contracts, ensuring work allocation, management, and delivery meet agreed KPIs.
- Manage escalations, complaints, and service issues, ensuring timely resolution and continuous improvement.
- Oversee contract renewals and ongoing account performance.
- Oversee invoice processes for Key Accounts and timely processing of payments to franchisees.
- Onboarding and training of new team members.
- Performance & Process Management
- Manage and continuously improve team processes in line with customer requirements.
- Produce weekly and monthly performance reports for senior management.
- Identify opportunities to drive additional revenue within key accounts and across the wider business.
- Franchise & Operational Support
- Support onboarding and training of new franchisees, including logistics and materials.
- Provide day-to-day support to franchisees, including systems, enquiries, and communications.
- Deliver training to franchisees on operational systems.
- Provide operational support to Regional Development Managers and engineers.
- Support corporate locations with debt management and quote follow-up activities.
- Wider Business Contribution
- Support Reunion planning and preparation including content development and event coordination.
- Assist with accreditations (e.g. ISO 9001).
- Support Business Development Managers where required (e.g. training, presentations).
- Contribute to system development and operational improvements (e.g., SimPRO).
- Provide support to advisory council activities.
- Cross-Functional Coordination
- Act as a key link between Neighbourly, franchisees, and Totally 24/7, extending beyond traditional Key Account responsibilities.
- Support franchise and operational queries alongside Business Development Managers team.
- Additional Responsibilities
- Support franchise commercial prospecting and opportunity identification.
- Provide general administrative support including reporting and participation in management meetings.
- Undertake any other reasonable duties within the scope of the role to support the team and revenue development.
EXPERIENCE/SKILLS/KNOWLEDGE
EXPERIENCE: Minimum of 3 years’ experience managing a customer support or service delivery team. Proven experience in key account relationship management.
SKILLS / KNOWLEDGE: Experience using job management systems (e.g. SimPRO, Joblogic) and ideally finance systems. Strong IT skills, including Microsoft Office and CRM systems. Excellent interpersonal and communication skills.
ATTRIBUTES: Self-motivated, proactive, and solutions focused. Strong team player with a collaborative approach. Hands-on, accountable, and results driven. Highly organised with the ability to manage multiple priorities. Effective communicator, both written and verbal.
Service Delivery Manager employer: Neighborly
At DMD UK Drain Doctor, we pride ourselves on being an exceptional employer that values teamwork, innovation, and employee development. Our supportive work culture fosters strong relationships among colleagues and clients alike, while our commitment to continuous improvement ensures that you will have ample opportunities for professional growth. Located in a vibrant area, we offer a dynamic environment where your contributions directly impact our success and the satisfaction of our key accounts.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neighborly. 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 Neighborly 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 Delivery Manager
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 Neighborly:Your cover letter is your chance to shine! Tell us why you want to work at Neighborly 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 Neighborly!
How to prepare for a job interview at Neighborly
✨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.
