Service Operations Manager — Growth & Process Innovation

Attega Group Ltd; Manchester; On-site; GBP 42,000 - 58,000; Full time

Job summary

KERS Energy is seeking a Service Manager to own the Service function and drive growth across the business. You will manage day-to-day operations, improve processes and implement scalable systems to support future expansion.

You will lead the Service Coordinator, coordinate engineers and service partners, monitor performance and ensure excellent customer experience. A strong focus on KPI reporting, continuous improvement and stakeholder management is essential.

Qualifications

• Proven experience in a Service Management, Service Coordination, Operations or similar technical environment.
• Strong leadership and people management skills, with the ability to develop a small team.
• Demonstrable experience of improving processes, systems and operational performance.
• Highly organised, with the ability to manage multiple priorities and competing demands.
• Strong customer service, communication and stakeholder management skills.
• A natural problem solver with a proactive and solutions-focused approach.
• Comfortable working with KPIs, performance data and operational reporting.
• Commercially aware, with an understanding of cost, efficiency and customer satisfaction.

Responsibilities

• Take ownership of the end-to-end Service function, from initial customer enquiry through to resolution and close-out.
• Manage and develop the Service Coordinator, setting clear expectations, priorities and objectives.
• Manage incoming service enquiries, faults, warranty claims and customer issues, ensuring they are progressed within agreed timescales.
• Coordinate engineers, service partners, customers and internal technical teams to ensure efficient service delivery.
• Monitor outstanding jobs, engineer performance, reports, parts requirements and service completion.
• Develop and implement robust service processes, procedures and systems to support future growth.
• Establish and monitor Service KPIs, reporting on performance and identifying areas for improvement.
• Identify recurring faults and service issues, working closely with the Technical and Engineering teams to drive resolution.
• Build and maintain strong relationships with customers, engineers, contractors and service partners.
• Act as an escalation point for complex customer and service issues.
• Work closely with Technical, Production, Sales and Operations teams to improve communication and the overall customer journey.
• Oversee warranty processes, purchase orders, parts management and associated service administration.
• Identify future resource and capability requirements as the Service function expands.
• Champion continuous improvement, operational efficiency and a first-class customer experience.
• Help shape the long-term strategy, structure and development of the KERS Energy Service department.

Skills

Leadership

People management

Process improvement

Customer service

KPI reporting

Stakeholder management

Job description

KERS Energy is seeking a Service Manager to own the Service function and drive growth across the business. You will manage day-to-day operations, improve processes and implement scalable systems to support future expansion.

You will lead the Service Coordinator, coordinate engineers and service partners, monitor performance and ensure excellent customer experience. A strong focus on KPI reporting, continuous improvement and stakeholder management is essential.