Service Manager

ANS Group Limited; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A customer-focused service provider in Manchester seeks a Service Manager to act as a primary point of contact for Tier 3 and 4 clients. You'll be responsible for SLA compliance, managing escalations, and driving continuous improvement in services. Ideal candidates will have a strong background in customer service, excellent communication skills, and a proactive attitude. This role offers a range of benefits including flexible working, private health insurance, and opportunities for personal development.

Benefits

25 days holiday plus optional additional days

Private health insurance

Pension contribution match

Flexible working

Employee Assistance Programme

Qualifications

• Proven experience in Customer Service or Service Management.
• Excellent communication and interpersonal skills.
• Ability to manage high-pressure situations.

Responsibilities

• Deliver brilliant basics and ensure SLA compliance.
• Manage Tier 3 and 4 accounts with a partnering approach.
• Drive continuous service improvement.

Skills

Customer service experience

Excellent communication

Stakeholder management

Proactive attitude

Job description

The role

As a Service Manager in the Customer Success Unit you act as the trusted partner for our tier 3 and 4 customers, serving as their primary point of contact for all service‑related matters. This dynamic role leads seamless transitions, drives collaboration across teams, and confidently manages escalations to maintain customer trust. You champion customer needs within ANS, advocate for improvements, and deliver exceptional experiences that strengthen relationships and create real value. This is an excellent opportunity for someone with customer service experience who is ready to take the next step into a career in service management.

What will I be doing

• Focused on delivering brilliant basics measured by Leading Indicators of Success
• SLA compliance
• Manage Tier 3 and 4 accounts with a partnering approach
• Act as escalation point for VOCs and manage major incident communications
• Liaise with delivery sales and Professional Services teams to support customer needs and upsell opportunities
• Drive continuous service improvement
• Pursue relevant certifications and learning to build technology and best practice expertise
• Provide coverage for other Service Managers and take on additional responsibilities as needed
• Maintain a customer‑obsessed mindset from onboarding through BAU

What will I bring to the role

• Proven experience in Customer Service or Service Management
• Excellent communication, interpersonal and stakeholder management skills
• Proactive attitude to set the standard of what good looks like across the team
• Eye for detail to drive continual process improvement

Soft Skills

• Organised and self‑motivated
• Strong time management and prioritisation skills
• Ability to work in a high‑pressure environment
• Passionate about customer service

Why work for ANS

At ANS we’ve created a place where everyone can be themselves and we empower our people to get the job done. Openness, ambition, honesty and passion drive us every day. We are bold, courageous and innovative, and we do it like no other. We invest in our training, development, health and more. We give you the benefits and flexibility to maintain a happy work‑life balance.

Whats in it for you

With fantastic benefits, an inclusive culture and a cool office space, we’re your kind of workplace.

Company benefits

• 25 days holiday plus the option to buy up to 5 additional days
• Birthday off and an extra celebration day (tied to marriage, 5 volunteer days)
• Private health insurance
• Pension contribution match and 4× life assurance
• Flexible working and work from anywhere for up to 30 days per year (some exceptions)
• Maternity: 16 weeks full pay; Paternity: 3 weeks full pay; Adoption: 16 weeks full pay
• Company social events – get ready for a jam‑packed calendar
• Electric car scheme
• 12 days of personal growth and development time
• Employee Assistance Programme
• State‑of‑the‑art IT equipment
• Volunteer days
• Ride‑to‑Work scheme
• Personal Development Days

Equal Opportunities

ANS is an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.