CoolKit Ltd
Service Operations Manager
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About the role
At CoolKit, we're looking for an experienced and commercially focused Service Operations Manager to lead and develop our Aftersales function.
This is a key leadership role responsible for driving operational excellence, delivering outstanding customer service, and identifying opportunities for sustainable business growth. You'll take ownership of the department's performance, profitability, processes and people, ensuring we provide a responsive, high-quality service to our customers while achieving our commercial objectives.
Working closely with the Head of Supply Chain and Planning, you'll lead the development of the Aftersales operation, strengthen customer relationships, improve systems and processes, and support the growth of service and maintenance revenues.
What will I be responsible for?
As our Service Operations Manager, you will:
Leading and Developing the Team
- Lead and develop the Aftersales team, creating a culture of accountability, teamwork and continuous improvement.
- Manage and support the Lead Transport Refrigeration Engineer to ensure the engineering team delivers exceptional service and technical standards.
- Set clear objectives, KPIs and development plans for the team.
Driving Commercial Growth
- Identify and deliver opportunities to increase service revenue, profitability and customer retention.
- Develop and grow service and maintenance contracts, planned preventative maintenance programmes and chargeable repair services.
- Work closely with Sales and other departments to develop existing customer accounts and secure new business opportunities.
Managing Customer Relationships
- Build strong relationships with key customers and act as an escalation point for significant service issues.
- Ensure customers receive a responsive, professional and consistent service experience.
- Drive improvements based on customer feedback and service performance.
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Overseeing Operational Performance
- Maintain accountability for the overall performance of the Aftersales department.
- Monitor engineer utilisation, capacity and workload to ensure resources are deployed effectively.
- Identify operational challenges and implement practical solutions that improve service delivery.
Managing Contracts, Service Levels and Performance
- Take ownership of service contracts, renewals and customer service agreements.
- Monitor performance against service level agreements (SLAs) and drive continuous improvement.
- Produce meaningful management information and use data to make informed decisions and recommendations.
Financial and Continuous Improvement Leadership
- Manage departmental financial performance, including revenue, margins, utilisation and profitability.
- Drive process improvements and ensure systems such as Joblogic are used effectively.
- Work collaboratively across the business to improve service quality, reliability and customer satisfaction.
What do I need to succeed?
You'll be an experienced and proactive service leader who enjoys creating structure, developing teams and delivering results.
You'll combine strong commercial awareness with excellent customer relationship skills and will be comfortable analysing performance data, identifying opportunities for improvement and implementing effective solutions.
Most importantly, you'll be passionate about delivering exceptional customer service while driving sustainable business growth.
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Essential skills / knowledge / experience
- Proven experience in a service management or service operations leadership role.
- Strong leadership and people management skills.
- Commercially minded with a track record of identifying and delivering growth opportunities.
- Excellent customer relationship management skills.
- Strong communication and interpersonal skills.
- Excellent organisational and prioritisation abilities.
- Ability to analyse performance data and produce meaningful management information.
- Good understanding of revenue, costs, margins and profitability.
- Strong IT skills, including Microsoft Office.
- Results-driven, accountable and proactive approach.
- Strong problem-solving and continuous improvement mindset
Nice to have
- Experience in service sales or business development.
- Knowledge of transport refrigeration.
- Experience within engineering, automotive or manufacturing environments.
- Contract management and renewal experience.
- P&L management experience.
- Experience managing mobile or field-based engineers.
- Experience using Joblogic or similar field service management software
Why join CoolKit?
CoolKit has a package of strong benefits, and the opportunity to work for a stable, award-winning manufacturer that invests in its people in addition to:
- Competitive salary
- Enhanced annual leave
- Salary exchange pension scheme
- Life Assurance
- Critical Illness Cover
- EV Salary Exchange Scheme
- Health & Wellbeing Support
- Training and Development Opportunities
- Profit Sharing Scheme
- Paid volunteering copportunities
- Christmas shutdown
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