Service Excellence Manager

SF Recruitment have partnered with an organisation based in Coventry that are growing, and looking to recruit a Service Excellence Manager on a permanent basis.

Working pattern: home based with travel to Coventry and Milton Keynes sites.
Salary: up to £32,000

Responsibilities will include:


In this role, you will play an important part in delivering high quality service for our customers and internal teams, while continuously identifying ways to improve our processes. We are looking for someone who enjoys working collaboratively, is eager to learn, and is committed to making a positive impact.

- Support the delivery of key operational processes and continuously seek opportunities for improvement.
- Act as a main point of contact for daily service delivery, building strong and respectful relationships with colleagues, customers, and partners.
- Monitor service level agreements (SLAs) and performance metrics to ensure we exceed expectations.
- Analyse data and prepare service updates, including key performance indicators (KPIs), for regular review meetings.
- Work closely with internal teams to ensure consistent and aligned service delivery across functions.
- Spend time at customer locations to understand their operations and identify ways our services can support them.
- Take ownership of escalated customer issues, ensuring timely, clear, and professional resolution.
- Build strong knowledge of our customers solutions and how they are applied across the business.
- Ensure our service delivery aligns with contractual agreements and service expectations.
- Explore potential growth opportunities in collaboration with the Account Development Manager.
- Understanding supplier contracts and overseeing related systems, reporting, and performance tracking.