Service Coordination Manager

This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow, prioritizing jobs effectively, for effective scheduling, and to ensure that the team are able to handle calls from different geographic areas, liaising with clients and to ensure that engineers arrive to their call outs on time and at the right destination to service our clients needs.

The Service Coordination Manager will report to the Customer Service Director, with a dotted line to the Service Operations Director of the relevant region.

Purpose:

The Service Coordination Manager manages, evaluates, develops, and leads one of the front lines Customer Service and Admin (CS&A) teams to ensure that the organizations customer service and administration strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets

The Service Coordination Manager executes customer centricity in theirrespective team, develops theirteam and ensures operational excellence.

Role is office based 4 days per week in the office. 1-day working from home.

Key responsibilities:

• Coordinates and directs the daily operations of the team.
• Manages and leads collaboration between team of Service Co-Ordinator and operational teams.
• Travels within region to attend regional management & planner group meetings to build relationships with cohesive ways of working.
• Works closely within the customer service team and regional counterpart to ensure best working practices.
• Works alongside operational managers to agree key targets that are aligned to both FSM benefit realization and our operational objectives.
• Ensures that their department is on track to meet performance goals and makes adjustments based on performance data as needed.
• Acts as a liaison with senior level management and other department managers by developing productive, collaboration relationships and utilizing clear and effective communication.
• Coordinates with the KC3 manager to ensure process adherence across all shifts.
• Supports and enforces call centre expectations departmental and corporates policies and procedures.
• Manages the day-to-day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met.
• People management e.g., setting targets, conducting PDPs and IDPs for team members.
• Facilitates information sharing and creates collaborative working environment.
• Drives competence development in the team.
• Drives behaviour to represent KONE as one team towards the customer.
• Leads by example in driving the team to improve the correct usage of FSM with our engineer and ASM community.
• Monitors and leads the performance and KPI/SLA adherence of the team.
• Uses Customer Service data to bring forward ideas to improve customer experience.
• Keeps an eye on short- and long-term development through IDPs and 6 monthly reviews.
• Resolves daily work issues and escalates more complex issues to their supervisor.
• Demonstrates role model behaviour.

Analyse, organize and optimize Teams operations:?

• Ability to analyze Salesforce data in line with agreed processes. Able to present information to management team.
• Ensures teams compliance with company policies.
• Ensures processes are followed according to defined global processes.
• Understands and be updated on teams systems.
• Ensures emergency/contingency/crisis* recovery plans are in place and to conduct periodic drills.?
• Implements and ensures proper working of new tools/processes/system.
• Meets KPI targets (e.g., queries solved in 24hrs, backlogs managed etc.).

Manage Customer Service Admins and Agents

• Ensures hiring of competent resources.
• Ensures new hires are trained to acceptable level through the agreed competency check/sign off.
• Ensures continuous upgrade skill level.
• Creates a friendly and desirable working environment to minimise turnover rate.

Customer Management

• Ensures customers complaints of the call centre are promptly replied to and followed up.

Skills & Experiences

• Team management experience in working within a busy contact centre environmentis essential.
• Minimum of 3 years management experience in working with medium sized team in office environment.
• Good collaboration skills Has the ability to build strong relationships at various levels within the organization.
• Dispatch Planning experience is beneficial.
• Demonstrated competency to manage and maintain day to day operations specific to a functional team.
• Ability to find solutions for customers and operational issues.
• Sound communication and listening skills.
• Enjoys collaborating with customers and stakeholders and building relationships.
• Complaint handling and resolving any queries.
• To be well-organised and pays attention to detail.
• Good written and spoken English.
• Good Word, Excel, and Outlook.
• Experience in SAP, CRM and Salesforce is required.

"This role is not eligible for visa sponsorship.

What KONE can offer:

We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift industry, Bonus, Private Medical Insurance, Kone Discounts, 24/7 GP Support & Wellbeing Access.

ADZN1_UKTJ