Service Manager - Peterborough - 30/35k

ALH Recruitment are looking to recruit a Service Manager for our client who are a leader in their market, based in Peterborough.

The Wholesale Service Manager will be responsible for ensuring that all customers have a positive and seamless experience with their products and services. The role involves leading the Wholesale function working closely with internal departments to ensure a consistent and high-quality customer experience.

It will oversee Wholesale service operations, developing strategies to enhance customer satisfaction, while delivering consistent service within an expanding function.

Duties and responsibilities:

Provide regular reports regarding provisioning metrics, customer satisfaction, inventory status, and team performance
Leading and mentoring a team ensuring high-quality, responsive support
Setting clear performance goals and monitor individual and team performance
Continuously evaluate and improve workflows, procedures, and tools to optimize efficiency and enhance service quality
Serve as the primary point of contact for partners, addressing any concerns, issues, or escalations and ensuring they are resolved in a timely manner
Developing and training teams to improve performance and deliver best practice
Foster a positive work environment focused on teamwork, accountability, and customer satisfaction
Ensure that provisioning tasks align with project timelines and milestones, tracking progress and making adjustments as needed
Oversee the client on boarding process, ensuring new wholesale clients are smoothly integrated into the services and products
Drive initiatives that improve client retention, reduce churn, and foster loyalty by creating value-added experiences for clients

Skills/Experience

Strong leadership and team management skills
Excellent communication and interpersonal skills
Ability to solve problems quickly and efficiently
Skilled in managing multiple tasks and incidents simultaneously
Proficiency in data analysis and reporting tools
Ability to manage performance metrics and SLAs
Strong desire to seek external feedback on team performance
Document processes, procedures, and guidelines to ensure consistency and adherence to best practices within the provisioning team
Project management skills, with the ability to prioritize tasks, manage timelines, and allocate resources effectively

If you feel you have the skills and experience to step into this exciting Wholesale Service Manager position, please apply below:

ALH Recruitment

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Service Manager - Wholesale