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:
