Service Excellence Manager

SF Recruitment; Coventry; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A recruitment agency is seeking a Service Excellence Manager based in Coventry. The role is home-based with travel to customer sites in Coventry and Milton Keynes. Responsibilities include supporting operational processes, acting as a contact point for service delivery, monitoring SLAs, and resolving customer issues. The salary is up to £32,000.

Responsibilities

• Support the delivery of key operational processes and continuously seek opportunities for improvement.
• Act as a main point of contact for daily service delivery, building strong relationships.
• Monitor service level agreements (SLAs) and performance metrics.
• Analyse data and prepare service updates, including key performance indicators (KPIs).
• Work closely with internal teams to ensure aligned service delivery.
• Spend time at customer locations to identify service support opportunities.
• Take ownership of escalated customer issues for professional resolution.
• Build strong knowledge of our customers' solutions.
• Ensure service delivery aligns with contractual agreements.
• Explore potential growth opportunities in collaboration with the Account Development Manager.
• Understand supplier contracts and oversee related systems.

Job description

Overview

SF Recruitment have partnered with an organisation based in Coventry that are growing, and looking to recruit a Service Excellence Manager on a permanent basis.

Working pattern: home based with travel to Coventry and Milton Keynes sites.

Salary: up to £32,000

Responsibilities

• Support the delivery of key operational processes and continuously seek opportunities for improvement.
• Act as a main point of contact for daily service delivery, building strong and respectful relationships with colleagues, customers, and partners.
• Monitor service level agreements (SLAs) and performance metrics to ensure we exceed expectations.
• Analyse data and prepare service updates, including key performance indicators (KPIs), for regular review meetings.
• Work closely with internal teams to ensure consistent and aligned service delivery across functions.
• Spend time at customer locations to understand their operations and identify ways our services can support them.
• Take ownership of escalated customer issues, ensuring timely, clear, and professional resolution.
• Build strong knowledge of our customers solutions and how they are applied across the business.
• Ensure our service delivery aligns with contractual agreements and service expectations.
• Explore potential growth opportunities in collaboration with the Account Development Manager.
• Understanding supplier contracts and overseeing related systems, reporting, and performance tracking