Overview
Service Excellence Manager Jobs in Brownhills, England, United Kingdom at SMT GB
Title: Service Excellence Manager
Company: SMT GB
Location: Brownhills, England, United Kingdom
About The Role
SMT GB is excited to announce an opening for a Service Excellence Manager. In this critical role, you will be responsible for driving the overall service excellence strategy within our Service Operations team. working closely with the Head of Service Operations you will lead initiatives to enhance customer satisfaction, streamline service processes, and ensure that our service delivery meets the highest industry standards.
Key Responsibilities:
Work with the Head of Service Operations to develop and implement service excellence strategies and initiatives that align with SMT GB’s vision
Monitor and measure service delivery performance, using data analytics to identify areas for improvement
Collaborate with various teams to ensure service processes are optimized for efficiency and effectiveness
Lead and mentor service teams to foster a culture of service excellence and customer-centricity
Ensure compliance with industry regulations and corporate policies in all service delivery practices
Conduct regular training sessions to enhance team knowledge and skills in service provision
Gather and analyse customer feedback to continuously improve service offerings
Stay informed about industry trends and best practices in service management
Requirements
Knowledge, Skills, And Experience
Proven experience in a management or service excellence role, ideally within the heavy equipment or construction industry
Proven experience of driving business efficiencies and meeting financial targets
Strong leadership and team management abilities
Exceptional communication skills, both verbal and written
Analytical mindset with the ability to interpret complex data and drive decision-making
Strong problem-solving skills and the ability to work under pressure
Thorough understanding of service delivery processes and methodologies
Experience in implementing service improvement initiatives
Experience in customer relationship management software and MS Office Suite
Desirable:
Relevant qualifications in management, business administration, or a related field
Knowledge of SMT GB products and services
Relevant certifications in service management or quality assurance
Benefits
What We Offer You
In addition to a competitive salary, you will have access to the following benefits:
Electric Company Car
Excellent commission structure
5% Employer Pension contribution
25 days annual leave + Bank Holidays
Cycle to Work Scheme
Life Assurance 4 x annual salary
SMarT Rewards – our online employee benefits portal
Financial/Physical/Mental Health Counselling and Coaching sessions
Free Will writing service
EAP, which includes 24/7 Doctor access
Healthshield – Cashplan for all employees
Family Friendly policies
Company events
