Service Manager

Job Title -Service Manager

Reports to - Head of Customer Experience

Salary - Up to £50,000 (DOE)

Location - Any Focus Office

Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain's private company ‘unicorns' after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group's organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Service Manager.

The Service Manager is responsible for providing operational service management to high value customers and provides leadership internally in support of customer issues resolutions. This role can be based out of any Focus office!

Principal Responsibilities/Duties

• Manage and lead end-to-end telephony/I.T. operations life cycle. primary POC, ongoing project management, regular client reviews and reporting, performance and capacity reviews.
• Lead and motivate our service teams towards the best performance for our customer operations;

• Represent Focus Group as the "face to the customer" responsible for the main communication flows with the customer.
• Monitor the service level provided to the customer, being ready to influence the daily operation so necessary results are achieved.

• Oversee the overall performance of all service teams that interface with the customer operation, being able to influence and direct their work towards customer satisfaction.
• Gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned.

• Experience supporting software/hardware deployment operations.
• Experience in customer relationship management and service level management.
• Solid experience of handling service escalations and working as part of a virtual team.
• General comprehension of telephony and IT technologies.
• Familiarity with ITIL framework - particularly incident management, change requests, problem management and service/help desk operations.
• Experience working with large customer accounts as a service manager or related function.

Behaviors and Impact

• Excellent customer service skills.
• Influences internal stakeholders and effectively manages customer relationships.
• Customer facing leadership - manages key customer relationships from an operational perspective.
• Proactive in development and implementation of operational/customer experience improvements.
• Commercial acumen and ability to use this to prioritise customer demands/internal resources.
• Effective negotiation and influencing skills

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

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