Role: Maintenance Service Manager
Location: South East London
Salary: £45,000 - £50,000 per annum
Technical Resources are recruiting a Maintenance Service Manager in South East London to lead their Preventative and Planned Maintenance Service Desks. The role will ensure customer expectations are met, problems are resolved efficiently, and the team operates profitably. You will also provide clear, analytical performance reports to management.
Responsibilities:
- Manage a team of 8 schedulers and 15 field maintenance engineers.
- Take ownership of escalated complaints and ensure timely resolution.
- Drive customer loyalty and retention through proactive service.
- Authorise refunds and gestures of goodwill within financial parameters.
- Continuously review and improve customer service procedures, policies, and standards.
- Attend management meetings and prepare relevant updates.
- Share resources and communicate with other managers to maximise operational efficiency.
- Organise and deliver regular team training sessions to enhance technical and customer service skills.
- Oversee staff recruitment and appraisals within the maintenance team.
- Lead onboarding and training for new team members.
- Conduct monthly one-to-ones focusing on performance, progression, and wellbeing.
- Complete annual customer advisor reviews and biannual engineer reviews on time.
- Manage disciplinary and performance issues effectively.
- Implement succession planning and minimise single points of failure.
- Support individual development and actively promote participation in company training.
- Produce weekly and monthly KPI reports with commentary for performance analysis.
- Monitor and drive team SLAs and KPIs, including financial targets, service visit metrics, quote acceptance rates, NPS targets, maintenance units, and call handling SLAs.
Experience and Certifications Required:
- A minimum of 5 years’ customer service experience in a fast-paced retail or call centre environment.
- Operational experience with multi-disciplinary service and engineering teams.
- Proven experience in recruiting and managing staff, including disciplinary processes, one-to-ones, and staff reviews.
- Strong communication and organisational skills, with the ability to multi-task.
- Experience with budget management and achieving KPIs/targets.
- Skilled in handling and resolving escalated customer complaints.
- Ability to foster an engaged, motivated team.
- Commitment to company values: Service Excellence, Mutual Respect, Honesty & Integrity, Unselfishness, Loyalty.
Please apply with an up-to-date CV for more information.
We can only accept candidates who have the Right To Work in the UK
