Service Manager/ Service Desk Manager

This role is office based, you will be managing a team of engineers, who carry out service calls and fault rectification visits. Key points of the role: - Plans and schedules work with a minimum of 3 months in advance, based on working efficiently and productively to meet Preventive Maintenance (PM)schedule for customers in the allocated regional area. - Ensures response of emergency call outs and unscheduled work as they arise, allocation of work in the most efficient and cost-effective way while meeting customer's Service Level Agreement (SLA) - Plans and schedules the out of hours on-call rota to ensure we meet Service Level Agreements (SLA) for all customers. - Organises return calls - quotes, resources, parts, and logistics to ensure remedial work is completed within Service Level Agreement (SLA) timescales specific to customer. - Ensures each work order is closed and available to raise invoice to customer. - Creates new service plans on Logtek, once instructed by sales team and informs Field Service team. - Fosters a positive team spirit, motivating team members to deliver high standards of work and celebrates success. - Analyses productivity, scheduling, and financial reports through Logtek and Navision, with support of the Branch Manager to build action plans to constantly drive high service standards. - Reviews performance with Engineer team against Key Performance Indicators and objectives. - Identifies training and development needs of the team and ensuring the required training is planned and reviewed. - Addresses poor performance, disciplinary and grievance matters in line with Company policies and procedures. - Ensures team understand health and safety requirements and work in a safe manner at all times, ensuring they have the correct PPE, uniform and equipment required for the assigned work. - Provides excellent customer service when responding to customers. - Builds strong, professional relationships with customers, suppliers, and internal personnel form other departments. - Manages time and attendance through HoRizon system (HRIS) - Confirms overtime payments for team and sends authorisation to HR team for payroll processing within payroll deadlines. - Reviews and authorises Business expenses and sends to Accounts for payment (in line with Business Expenses matrix approval) - Liaises with QHSE Manager for quality audit purposes and the correct disposal of used parts/equipment

Location: Bristol, GB

Posted Date: 9/14/2025