Service Administration Manager - Office Based
Location: Banbury, Oxfordshire
The Role
Our client is seeking an experienced Service Manager to lead their Service Operations Team. Reporting to the Managing Director, you will be responsible for the day-to-day management of their Field Engineering Team and office-based Service Coordinators. This is an excellent opportunity for someone who thrives on improving processes, developing people and driving operational efficiency.
Key Responsibilities
Leadership and People Management
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Line manage and develop a team of 16 field-based Service Engineers
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Oversee and support 4 Service Coordinators who handle customer communications, job booking and invoicing
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Conduct regular performance reviews, one-to-ones and team meetings
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Handle employee relations matters including absence management, disciplinaries and grievances
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Identify training needs and support professional development across the team
Operations and Process Improvement
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Review and streamline service processes to improve efficiency and customer satisfaction
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Monitor and manage engineer workloads, ensuring optimal scheduling and resource allocation
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Analyse service data and KPIs to identify trends and drive continuous improvement
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Ensure service level agreements are met for both direct customers and distribution partners
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Manage escalated technical and customer service issues
Quality and Compliance
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Maintain high standards of service quality and technical accuracy
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Ensure compliance with health and safety requirements for field operations
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Work with the team to maintain accurate records and documentation
About You
Essential
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Proven experience managing field-based or mobile engineering teams
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Strong people management skills with experience of performance management and employee relations
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Track record of process improvement and operational efficiency gains
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Excellent organisational and prioritisation skills
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Strong communication skills, both written and verbal
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Proficient with IT systems and comfortable working with service management software
Desirable
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Experience in the automotive industry
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Technical background in electronics, calibration or diagnostic equipment
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Experience working with distribution partner relationships
What Our Client Offers
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Salary: £38,000 - £42,000 per annum, depending on experience
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Annual leave: 25 days plus bank holidays
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Working hours: Monday to Thursday 08:30 - 17:00, Friday 08:30 - 16:30
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Office-based role in Banbury with a friendly, supportive team
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Opportunity to make a real impact on a growing business
