Service Operations Manager

Service Operations Manager

Location: Hatfield based, AL9 5JN
Salary: £45K – £50K per annum, DOE + Benefits
Contract: Full time, permanent

We are Mulmar, we are growing and we want you!

With more than 30 years’ experience and over 140 employees throughout the UK and Ireland, Mulmar is a leader in the supply and maintenance of some of the world’s finest espresso coffee machines in offices, high street coffee shops, restaurants, airports, hotels and food retailers.

We are now recruiting a Service Operations Manager.  This is a new role that involves overseeing the day to day management and development of our customer service team, establishing and enforcing policies, procedures and technical / performance standards.

You will need to work closely with our field engineering, stores, warehouse and sales teams to ensure the delivery of equipment and services to our clients and support the Company’s growth.

As our Service Operations Manager, you will be responsible for:

• Managing the service desk team - monitoring performance and KPIs and develop  service methods to improve overall efficiency.
• Monitoring the performance of the field service team in meeting service standards and KPIs and updating service methods to improve quality and operational performance.
• Manage and enhance the customer service experience with uses to ensure and improve satisfaction, loyalty and retention.
• Working with stores, workshop and warehouse teams to ensure and improve services in support of the field service and service desk teams.
• Staff management - recruitment, training, discipline and development.
• Conducting periodic reviews of team members, identifying areas for improvement, and providing constructive feedback.
• Creating and presenting reports to senior management regarding reactive and planned maintenance workloads, service performance and KPIs.
• Performing audits, identify root causes and corrective actions and verify completion of corrective actions.
• Proposing and leading continuous improvement processes to improve quality and operational performance.
• Ensuring compliance with statutory and legal requirements for Health and Safety.

To be successful in this role you must have:

• Experience in the management of service desk operations within a technical services environment or field service environment.
• Experience of developing teams to work in a collaborative manner.
• Experience of working with strict SLA and KPI disciplines.
• Experience in the use of databases and report generation.
• Good communication and presentation skills.

It would be great if you had:

• Experience in the HoReCa industry (restaurants, cafes, clubs, pubs, hotels, outlets etc) but this is not essential.
• A relevant management or technical qualification.

If you feel you have the necessary skills and experience to be successful in either of these roles, click on “APPLY” today, forwarding an up-to-date copy of your CV for consideration in the first instance.

No agencies please.