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Service Manager
Job Posted: an hour ago
Salary: £ 30,000 - 35,000 / Annum
Job Type: Permanent
Location: Braintree, Essex
Expire in: a month
Job Description
Market 36 Recruitment are currently recruiting for a Service Manager on behalf of our client based in Braintree, on a permanent basis.
The successful candidate will take full responsibility for managing the end-to-end service delivery for a portfolio of allocated clients, ensuring exceptional customer satisfaction is achieved. This is a hands-on role that covers operational, financial, and relationship management aspects — from stock control and service performance to client reporting and profitability.
Roles & Responsibilities:
* Generate both simple and complex quotations for existing clients
* Oversee onboarding of new customers, managing the transition from sales handover to full service implementation
* Take full responsibility for delivering services in line with agreements, proactively ensuring all KPIs and SLAs are met or exceeded
* Conduct regular recorded service review meetings, preparing and presenting current performance data
* Act as the primary escalation point for issue resolution, maintaining strong client relationships
* Manage contract profitability to agreed levels, reviewing fee management and monthly profitability reports to maintain margins above 30%
* Prepare and approve invoices prior to finalisation
* Receive and process service requests from clients promptly and accurately
* Ensure client reporting aligns with Statement of Work (SoW) requirements
* Oversee stock holdings for allocated accounts, ensuring management aligns with customer expectations and SLA timeframes
* Maintain and update the SAF document, including SoW, RPI, forecasts, system migration status, and margin justifications
* Manage the workload of assigned Service Support Coordinators, prioritising tasks to meet client expectations and deadlines
* Implement service changes through SoW or CCN management and work alongside Sales Specialists to develop new business opportunities
Experience, Education & Qualifications:
* Knowledge of the ITAD industry (preferred but not essential)
* Strong multitasking skills with the ability to manage numerous client accounts simultaneously (essential)
* Highly organised with excellent attention to detail (essential)
* Confident user of IT platforms with strong Excel skills (essential)
* Proven experience handling client relationships, queries, and escalations professionally (essential)
* Team player with strong collaboration and communication skills (essential)
* Experience in system stock management (preferred but not essential)
* Commercially aware, with a focus on maintaining and improving profit margins (essential)
Hours: Monday to Friday
Hybrid Working: 2 days per week in the office
Salary: £30,000 – £35,000 per annum
Location: Braintree
Market 36 Recruitment Ltd cover a range of sectors including Commercial, Industrial, Engineering, HR & Finance & ITAD. This vacancy is being advertised by Market 36 Recruitment Ltd. We operate as an Employment Business for temporary roles and as an Employment Agency for permanent rolesBefore You Apply
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