Service Coordination Manager - North & Scotland

KONE; Long Lee; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Bonus

Pension scheme

Private Medical Insurance

GP & wellbeing support

Employee discounts

Development reviews

Career progression

Support from leaders

Job summary

KONE is seeking a Service Coordination Manager to lead and develop the North & Scotland service coordination team. This hybrid role blends office leadership with field collaboration to ensure efficient scheduling and superior customer service.

You will be responsible for coaching, workload prioritisation, KPI monitoring and cross-functional teamwork across Customer Service and Operations. Strong leadership and problem-solving are essential.

Qualifications

• 3+ years of management experience in a medium-sized team.
• Proactive, can-do attitude with strong coaching skills.
• Excellent organisational and prioritisation abilities in a fast-paced environment.
• Strong stakeholder management and relationship-building capabilities.
• Good problem-solving and decision-making skills.
• Solid customer service and complaint-handling experience.
• Clear communication and listening skills.
• Proficiency with Microsoft Word, Excel, Outlook.
• Experience with SAP, CRM and Salesforce systems.

Responsibilities

• Lead, coach and develop the service coordination team across North & Scotland.
• Coordinate daily workloads, prioritise and schedule effectively.
• Support team decisions when priorities change.
• Collaborate with operational managers, engineers and other regional teams.
• Build strong links between Customer Service and Operations.
• Set expectations, objectives and development plans; monitor KPIs and SLAs.
• Use data and customer feedback to drive service improvements.
• Support recruitment, onboarding and development of new team members.
• Handle escalated customer issues and implement practical solutions.
• Ensure processes and systems are used consistently.
• Encourage collaboration and a one-team approach across KONE.

Skills

Management experience

Can-do attitude

Coaching

Prioritisation

Stakeholder management

Problem solving

Customer service

Communication

MS Word

Excel

Outlook

SAP

CRM

Salesforce

Tools

SAP

CRM

Salesforce

Job description

Service Coordination Manager – North & Scotland

Location: Office based – 4 days in the office, 1 day working from home

Region: North & Scotland

Lead the team that keeps our service operation moving

We’re looking for a Service Coordination Manager to lead and develop our Service Coordination team across the North & Scotland.

This is a busy, people-focused role where you’ll make sure our customers receive a great service, our engineers are supported with effective scheduling and our coordination team has everything they need to succeed.

Great people management skills are a must. We’re looking for someone who enjoys leading others, brings a positive can-do attitude, stays calm when priorities change and naturally looks for solutions.

Experience in dispatch, planning, scheduling or a contact centre environment would be a great advantage.

What you'll be doing

• Leading, coaching and developing your team, creating a positive and supportive working environment.
• Coordinating daily workloads and making sure jobs are effectively prioritised and scheduled.
• Supporting the team to make quick, confident decisions when priorities change.
• Working closely with operational managers, engineers and other teams across the region.
• Building strong relationships between Customer Service and Operations.
• Setting clear expectations, objectives and development plans for team members.
• Monitoring team performance, KPIs and SLAs and taking action where improvements are needed.
• Using data and customer feedback to identify opportunities to improve the service we provide.
• Supporting recruitment, onboarding and development of new team members.
• Handling escalated customer issues and helping the team find practical solutions.
• Ensuring processes, policies and systems are used consistently.
• Encouraging collaboration and a one-team approach across KONE.

People leadership is the most important part of this role. You'll need to be someone who can motivate a team, manage performance and create an environment where people want to do their best work.

You'll ideally bring

• Around 3+ years' management experience, ideally leading a medium-sized team.
• A positive, proactive and can-do approach.
• Strong coaching, performance management and team development skills.
• The ability to organise, prioritise and keep things moving in a fast-paced environment.
• Confidence working with different stakeholders and building strong relationships.
• Good problem-solving skills and the ability to make practical decisions.
• Strong customer service and complaint-handling experience.
• Good communication and listening skills.
• Confidence using Microsoft Word, Excel and Outlook.
• Experience with systems such as SAP, CRM and Salesforce.

Dispatch planning, scheduling or workforce coordination experience would be beneficial.

Why KONE?

At KONE, we want our people to grow with us. You'll join a global organisation where you'll have the opportunity to develop your leadership skills, build your career and work alongside experienced teams across the lift and escalator industry.

What we offer

• Competitive salary
• Bonus
• 25 days' holiday plus 8 Bank Holidays
• Pension scheme
• Private Medical Insurance
• 24/7 GP and wellbeing support
• KONE employee discounts
• Regular development reviews
• Career development and progression opportunities
• Support from experienced leaders across the business

If you're a people-focused leader who enjoys solving problems, developing teams and making things happen, we'd love to hear from you.

Please note: This role is not eligible for visa sponsorship

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.