Full job descriptionWe are recruiting for a nationwide company who have one of their UK service Hubs based here in Leighton Buzzard. This role would be ideal for someone with management, operations, and experience of customer service/account management. All applicants MUST be able to drive.
Location: Leighton Buzzard, fully office based.
Working Hours: 08:30 - 17:00, Monday to Friday.
Contract Type: Perm.
Overview:
*As the Regional Service Manager you will be responsible for the day to day operations of a region delivering against operational & financial targets. You will lead a team of technicians & co-ordinators to provide exceptional service to customers in providing maintenance/repair works. You will be required to maintain effective regional customer relationships and acquire new customer opportunities. Actively managing KPI’s you will ensure your region meets operational & financial targets, while consistently meeting needs.
The role includes:
*Managing the day to day operations of a busy service office. Ensure that operational & financial KPI’s are met/exceeded. Ensure a constant focus is maintained on margins, making efficiencies to ensure continuous improvement.
*Managing & maintaining all regional customer relationships to ensure high levels of customer satisfaction are attained, to include regular customer account review meetings. Nurture/maximise new opportunities across your region.
*Leading, coaching & supporting a regional team of field and office based staff to deliver the highest level of customer service.
*Supporting/motivating field & office staff to ensure they carry out their duties to their best ability. Address issues as they arise & provide support to staff where required.
*Ensuring all new staff are equipped with the tools and training to undertake their role and support them throughout their probation.
*Managing relationships with internal colleagues to ensure that national service account KPI’s are maintained/improved.
*Managing the activities of Service Technicians in the region to ensure that budgetary targets are achieved against customer expectations.
*Managing/improving data management & process systems in conjunction with IT department.
*Working with contracts department to resolve Warranty & Contractual issues.
The successful candidate must have:
*Experience of successfully managing small teams in a customer facing environment.
*Experience of working to operational & financial KPI’s, with understanding of financial metrics including operating costs, profit etc.
*Proven ability to lead, coach, support & motivate teams in their roles to enable individuals to work at their best at all times. Flexible approach depending upon the needs of the situation.
*Experience of building/maintaining customer relationships as well as converting new sales opportunities.
*A full UK driving licence with flexibility to working hours due to requirement to travel.
*The ability to work flexibly depending upon the needs of the regional office, be highly organised with the ability to prioritise work under pressure.
*The ability to problem solve & work with others to find solutions for customers.
*Excellent verbal & written communication skills at all levels, with the ability to influence and negotiate.
*Comfortable with data & able to articulate data to problem solve/make recommendations to ensure continuous improvement.
*Be computer literate with experience in Microsoft Office especially Excel. In addition knowledge of SAP would be advantageous although not essential as full training will be given.
Benefits:
*Company Car
*Annual Performance Bonus
*25 days annual leave plus Bank Holidays
*Paid Birthday leave after 1 years’ service
*Company Pension scheme
*Life Assurance scheme
*Enhanced Parental pay
*Company sick pay
*Employee Assistance Program to support health & wellbeing