Job Description

We are recruiting for a Service Solutions Manager to lead and oversee all Service Solutions operations, ensuring timely and accurate processing of service solution orders, supplier performance management, cost control, contract auditing, invoice query resolution and process efficiency. The role includes direct management of service solution support staff to achieve customer satisfaction and business objectives.

What's in it for you?

Highly competitive salary 25 days annual leave plus Bank Holidays (increasing with length of service) Profit Share scheme Enhanced company pension scheme Health & Wellbeing program Discount scheme Gymflex health scheme

Key Responsibilities

Service Solutions Fulfilment & Order Management

Manage end-to-end order lifecycle from intake to delivery. Ensure all service solution orders are delivered in line with SLAs and quality expectations. Handle escalations and collaborate with depots and suppliers to resolve service issues.

Supplier Management

Maintain and evaluate supplier database for quality, cost, and reliability. Ongoing supplier reviews.

Margin Control & Financial Oversight

Monitor profitability and implement cost-saving initiatives. Manage Service Solutions Dashboard for contract processing, invoicing queries, credit handling, and collections. Collaborate with Supply Chain and Finance teams to improve cost structures.

System & Process Governance

Ensure all Service Solution processes are documented, streamlined, and adhered to. Oversee the effective use of booking systems and their integration with other platforms. Enforce compliance with internal SOPs and external regulations. Review process, identifying opportunities for continuous improvement in system and customer communication processes Ensure all suspension requests received from customers are processed in accordance with Company guidelines and in a timely manner

Team Supervision & Development

Lead a team of Service Solution Coordinators. Conduct regular performance reviews, audits, one-to-ones, and coaching sessions. Manage onboarding and training, ensuring service excellence and KPI achievement. Support the team in all escalation requirements and coach in resolution when required

Cross-Department Collaboration

Liaise with Sales, IT, Finance, and Procurement teams for smooth operations. Lead operational meetings to align strategies and resolve cross-functional challenges. Support recruitment and workforce planning in line with HR procedures.

Product & System Enhancement

Support integration of new products/services into the Hire Connect system. Provide system feedback and contribute to improvement initiatives.

Armed Forces Covenant - As part of our pledge, we support the employment of veterans, recognising military skills and qualifications in our recruitment and selection process.