Service Manager

ABOUT THE JOB

Join us to create and launch our new after sales service group to serve the independent electrical retail channel.

IN YOUR NEW ROLE

You will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction; this includes working with the service network already employed by our members to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadlines set.

• Develop, implement, lead and manage customer-centric service strategies to enhance customer experience and meet service objectives. When needed be the point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Implement, monitor and report on service metrics analysing customer feedback to identify areas for improvement and implement corrective actions.  
• Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
• Develop a national service proposition for a group of independent retailers
• Work closely with internal teams to streamline operations and improve service quality.

THE EXPERIENCE AND SKILLS YOU WILL HAVE

Education:

Relevant degree desirable.

Experience:

• At least five years’ experience in service management or a related role with knowledge of service management principles, processes and best practice.
• Strong contractual negotiation experience.
• You will have proficiency in customer relationship management tools and software for tracking and monitoring service performance.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• Relevant customer services certifications, like CCSP, CCRM and CCSM.
• Experience in implementing service improvement initiatives and managing service quality standards.
• Familiarity with service management frameworks such as ITIL or Six Sigma.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Excellent leadership and people management skills. 

BENEFITS

This role can be based either in Andover or Tankersley. Benefits include a competitive salary commensurate with experience, 25 days holiday plus bank holidays, life assurance and pension scheme. Hybrid working with flexible working week. Please reach out to me [email protected] for full job description and to answer any questions you may have or click on apply.

WHO WE ARE

Combined Independents (Holdings) Limited (CIH) is a not for profit buying group which is owned and governed by our membership (~450 independent high street electrical retail specialists based throughout the UK with over 600 outlets) and in 2023 celebrated our 60th year.

In many cases, our membership are family run businesses, some of which have been established for several generations, and part of many local communities and high streets that come together as part of a buying group. All of our CIH membership have the opportunity to be a part of our network of “Euronics Agents” and as such can operate by utilising the brand name Euronics, as well as trading to the public through www.euronics.co.uk.

CIH owns two purpose-built distribution centres, one in Tankersley to service the north and one in Andover to service the south, working closely with a dedicated warehouse and distribution partner at each centre. All of our colleagues are employed through CIH and are made up of experts in finance, HR, IT, logistics, ecommerce, marketing, and purchasing.

If you would like to support independent retailers, then this could be the role for you!