Job Description

About Franke

Franke Coffee Systems is a leading global provider of state-of-the-art solutions for professional coffee making.

Our unwavering commitment, alongside our valued trade partners, is to ensure exceptional in-cup quality, consistency, and a wide range of beverage choices. In the United Kingdom, we proudly employ over 150 individuals at our headquarters in St. Albans, Hertfordshire, as well as across the country, to provide an outstanding customer experience.

About the job

We are currently seeking a dynamic individual to join us as the Head of Service. The person will lead our service desk teams that coordinate machine installations, maintenance calls, and reactive work with our field-based engineers.

The Head of Service will report directly to the Managing Director UK.

Your tasks

• Lead the reactive maintenance team (15 people) and the installation/contracts team (6 people) by ensuring the timely and effective resolution of technical issues reported within the ticketing system from customers
• Lead review and resolution meetings with our customers
• Develop and maintain metrics to track service performance, call resolution time, customer satisfaction, and first call resolution rate
• Conduct regular performance reviews of service team members and identify opportunities for growth

Requirements

• Proven leadership skills and the ability to manage diverse personalities
• Minimum 5 years experience in managing a large service desk / helpdesk team (non IT; 10+) that coordinate a large number of technicians (50+)
• Knowledge of SAP - essential
• Excellent communication skills
• Excellent written and verbal skills
• Strong experience in setting and achieving KPIs

What we offer you

We offer a competitive salary package with benefits:

• 25 days annual leave
• Free car parking
• Death in Service Benefits
• EAP
• Learning and future development opportunities

Contact details

Ann Jones
Human Resources Manager

For more information see:

Important information for all executive search companies, headhunters and HR consultants

The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.

Franke