Service Operations Leader — People & Process Excellence

Envirogen

Amber Valley

On-site

GBP 40,000 - 56,000

Full time

14 days+

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Benefits offered by this job

Private healthcare

Purchase extra annual leave

Job summary

Envirogen is seeking an experienced Service Administration Manager to join our UK Service Leadership Team. This role leads a busy service office, driving operational excellence, customer service and strong commercial performance.

You will manage a small team of Service Coordinators, Contracts Administrators and Aftersales personnel, oversee scheduling, invoicing, reporting and compliance, and contribute to process improvements to deliver outstanding results.

Qualifications

Experienced in Service Administration, Service Operations or Service Coordination.
Proven experience in a supervisory or management role.
Strong leadership and people management skills.
Excellent organisational, planning and problem-solving abilities.
Experience using ERP/CRM systems and Microsoft Office.
Strong understanding of operational reporting, KPIs and performance management.
Knowledge of invoicing, forecasting and cost control.
Excellent communication and stakeholder management skills.
Understanding of Health & Safety and compliance requirements.

Responsibilities

Lead, coach and develop the Service Office team to achieve high levels of performance and engagement.
Manage the day-to-day service administration function including scheduling, sales order processing, contract administration, invoicing and service documentation.
Ensure service activities are planned and coordinated effectively to meet customer expectations and contractual service level agreements.
Act as the primary escalation point for service administration and coordination issues.
Work closely with field engineers, customers, suppliers and contractors to ensure seamless service delivery.
Drive continuous improvement initiatives to enhance efficiency, quality and customer satisfaction.
Produce, analyse and present department KPIs, performance reports and operational data.
Ensure compliance with company policies, contractual requirements and relevant regulations.
Support recruitment, workforce planning, training and succession planning activities.
Maintain accurate service records, contracts and compliance documentation.
Support system improvements, upgrades and process enhancements.