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Service Manager

We are seeking forward-thinking and highly motivated individual with a desire to provide excellent customer service and strong people management and leadership skills, effective communication skills, a creative problem- solving ability, a people- first attitude, capable multi tasker, problem solver and trouble shooter with a hunger for developing the service team and the business.




Reports to:  Operations Director
Location:  Newbridge, Edinburgh

Salary:  £37,500 - £45,000 Dependent on Experience
Contract Type:  Full Time, permanent

Company Overview

We are an innovative, growing company working towards our vision of being the best commercial fitness equipment supplier in the UK. We are passionate about delivering the best customer experience and pride ourselves on building lasting relationships with our customers.

Our core company values drive our strategy and behaviours, creating a positive culture within the business. Find out more about the company by visiting our vision and values.

Responsibilities

  • Support and lead the Service and Repair Team.
  • Managing & Training the Service and Repair Team.
  • Monitor the daily workloads of team members and make adjustments to ensure adequate coverage and that correct procedures are followed. Identify system and workflow improvements to enhance the team’s efficiency.
  • Where required, interact with customers via telephone and email to provide information and service and maintenance related assistance.
  • Coordinating and planning engineers’ routes and scheduling service repairs and call outs in line with company agreements and KPI’s.
  • Follow internal procedures to efficiently record and maintain database information.
  • Ensure productivity standards, KPI’s and goals are met whilst maintaining the highest level of customer service.
  • Liaise with company departments to ensure that all customer experience are of the highest standard.
  • On boarding and training new employees.
  • Use computer systems to track, gather information, and/or troubleshoot customer issues.
  • Refer unsolved customer issues to designated departments or supervisor for resolution.
  • Drive efficiencies & Continuous Improvement.
  • Identify areas to generate additional revenue and implement the necessary procedures to achieve this.


Essential Skills & Experience

    • Minimum 5 Years Customer Service Experience ideally within a service and repairs team
    • Minimum 2 Years Managerial Experience
    • Proven track record of maintaining high levels of customer satisfaction
    • Strong Computer Literacy (word, excel, email etc)
    • Excellent verbal and written communication skills
    • High level of attention to detail
    • Able to work on own initiative
    • Reliable
    • Team Player
    • Ability to learn quickly
    • Ability to work well under pressure and to be handle criticism well


Desirable Skills & Experience

  • Salesforce CRM experience is an advantage

How to Apply

Think you're the right fit? We'd love to hear from you!

Apply Now
Please head over to indeed.com and begin your application.

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