Service Operations Lead – 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

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.