At a Glance
- Tasks: Lead the transformation of after-sales operations and drive customer experience improvements.
- Company: Join a globally recognised consumer technology organisation with a focus on innovation.
- Benefits: Great salary, performance bonus, private healthcare, pension, and hybrid working.
- Other info: Significant career development opportunities and international exposure.
- Why this job: Shape the future of service operations and make a real impact on customer experience.
- Qualifications: Experience in after-sales management, strong leadership, and stakeholder management skills.
The predicted salary is between 63000 - 77000 £ per year.
Shape the future of a global after-sales operation.
We're partnering with an internationally recognised consumer technology organisation seeking an experienced Senior Service Manager to lead the transformation of its EMEA after-sales operation.
This is far more than a traditional service management position.
You'll take ownership of the strategic direction of the service function, leading operational excellence across customer support, authorised service networks, reverse logistics, warranty operations and outsourced partners.
Reporting into senior leadership, you'll influence business strategy, drive continuous improvement initiatives and deliver an exceptional customer experience across multiple international markets.
If you enjoy improving operations, challenging the status quo and building scalable service models, this represents an exciting opportunity to make a genuine impact.
The Opportunity
You'll be responsible for
- Leading the strategic development of the regional after-sales operation
- Managing service network performance across authorised repair partners
- Driving customer experience improvements and operational excellence
- Developing KPI frameworks and governance across service operations
- Leading service transformation and continuous improvement programmes
- Managing outsourced service, logistics and distribution partners
- Improving warranty operations, reverse logistics and parts management
- Building relationships with international stakeholders and senior leadership
- Leading and developing operational management teams
- Managing budgets, supplier performance and commercial controls
- Delivering operational reporting and strategic recommendations
- Ensuring compliance across multiple international markets
About You
You'll bring experience within a technical product, consumer electronics or manufacturing environment together with:
- Significant experience leading after-sales or service operations
- Proven experience managing third-party service providers
- Strong knowledge of warranty operations and service networks
- Experience within reverse logistics and parts operations
- Demonstrable success delivering operational transformation
- Strong commercial awareness and budget management experience
- Excellent stakeholder management skills
- Experience developing KPIs and service governance frameworks
- A continuous improvement mindset
- Excellent leadership and coaching skills
Experience working within an international or EMEA environment would be highly advantageous.
What's on Offer?
- Great salary
- Performance Bonus
- Private Healthcare
- Pension
- Hybrid Working
- International Exposure
- Significant Career Development
- Opportunity to shape an evolving function
If you're passionate about building world-class service operations and want the opportunity to influence strategy within a global organisation, we'd love to hear from you.
Senior Services Manager in London employer: Trinity Resource Solutions
Join a leading international organisation that values innovation and collaboration, offering a dynamic work culture where finance plays a pivotal role in technology transformation. As a Finance Analyst, you'll have the opportunity to partner with senior Technology leaders, driving financial performance while benefiting from robust employee growth opportunities and a supportive environment that encourages continuous improvement. This role not only allows you to influence strategic investment decisions but also positions you within a forward-thinking company committed to enhancing financial governance and transparency across its global operations.
Contact Details:
Trinity Resource Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Services Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trinity Resource Solutions. 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 Trinity Resource Solutions 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 Senior Services Manager in London
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 Trinity Resource Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Trinity Resource Solutions 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 Trinity Resource Solutions!
How to prepare for a job interview at Trinity Resource Solutions
✨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.
