Service Team Manager
Pickerings Lifts is a national, well established, privately owned, independent, leading lift specialist with 170 years’ experience. Due to continued success and growth, we require a Service Team Leader to operate out of our Romford Office.
This role presents a great opportunity to join our team in the London North office as a Service Team Manager, with the view of progressing to management level. The purpose of this role is to raise quotes for repairs, and through providing an efficient administration service, ensure that customer’s orders are processed, maintaining high standards of customer service at all times.
The purpose of the role is to lead the companies service delivery and proactively manage customer interactions, including management of Key Accounts, championing the service and sales processes, generation of quotations and follow up processes, developing administrative team members, and improving customer relationships to deliver increased revenue.
Main Duties:
- Service Team Operations: Undertake general administrative duties to support the coordination and smooth running of the Service department
- Quotation Preparation: Prepare accurate repair quotations from insurance reports, service visits, call-out reports and customer requests, ensuring all technical and commercial details are correctly captured.
- Insurance Work Coordination: Place approved insurance items onto service calls, ensuring works are logged correctly and communicated clearly to engineers.
- Sales Opportunities: Maximize repair sales opportunities and delivered margins.
- Management of Key Accounts: Liaise with customers to proactively manage customer expectations and ensure KPI delivery and service delivery expectations are met.
- Customer Meetings: Attend client meetings where required.
- Conduct investigations in line with company disciplinary procedures.
- Support Service administrators: Support administrative tasks as prescribed by the regional manager.
- Breakdown Support: Assist with customer breakdown calls, liaising efficiently with engineers to ensure timely attendance and resolution.
- Call Handling: Answer incoming calls professionally, logging accurate information and directing enquiries to the appropriate team members.
Person specification
- Communication & Interpersonal Skills: Excellent verbal and written communication skills, with the ability to build positive working relationships across customers, engineers, and internal departments.
- Industry Background: Previous experience within the lift industry preferred, with an understanding of lift terminology and operational environments advantageous.
- Leadership & Team Management: Demonstrated experience leading or supporting a team, providing guidance, direction, and motivation to achieve shared objectives.
- Customer-Focused Approach: Maintains a customer-first mindset, ensuring high levels of service delivery and satisfaction.
- Administrative Systems Knowledge: Experience creating, organising, and maintaining effective filing systems and office administration processes.
- IT Proficiency: Competent user of Microsoft Word and other core Microsoft Office applications.
- Insurance Quotation Knowledge: Experience preparing or supporting quotations from insurance reports desirable.
- Qualifications: NVQ Level 2 in Business Administration or Customer Service preferred, though not essential.
What we offer
- High Earnings Potential: Competitive salary package with strong earning capability aligned to performance and business success.
- Quarterly Bonus Scheme: Performance-related bonus paid quarterly, rewarding contribution to regional and company targets.
- Annual Leave Entitlement: 25 days holiday per annum plus statutory bank holidays.
- Pension Scheme: Company pension scheme available to support long-term financial planning.
- Company Sick Pay: Enhanced company sick pay in line with company policy.
- Flu Vaccination: Annual flu jab provided to support employee wellbeing.
- Training & Development: Ongoing investment in professional development, technical training, and career progression opportunities.
- Retail Discount Scheme: Access to a retail discount platform offering savings across a range of high street and online retailers.
