Group Services Manager

‍Key Responsibilities:

Customer Service Leadership

•  Oversee the day-to-day management of allcustomer-facing service teams, ensuring high levels of service delivery andcustomer satisfaction across the group.

PeopleManagement

• Lead,mentor, and develop a multi-disciplinary team across grants, scheduling, andtechnical support functions. Drive a culture of accountability, collaboration,and continuous improvement.

Grants &Compliance Oversight

•Manage theend-to-end process for grant applications, ensuring timely submissions,compliance with regulations, and accurate documentation.

Scheduling& Resource Coordination

Oversee scheduling operations to ensure timely deployment of field teams, effective use of resources, and optimal project coordination.

TechnicalSupport Management

•Workclosely with the technical teams to ensure customer issues are resolvedefficiently and with technical accuracy.

ProcessImprovement

•Identifyand implement improvements to streamline workflows, enhance service delivery,and maximize operational efficiency.

StakeholderCollaboration

•Liaise withinternal departments (sales, operations, finance) to ensure a cohesive service delivery model that supports broader business objectives.

Reporting& Performance Metrics

•Develop and report on KPIs, customer feedback, and service performance metrics, using insights to drive decision-making and performance enhancement.

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•Minimum of 5 years’ experience in a management role, preferably within a customer service or operations environment.

•Demonstrated success in leading and developing high-performing teams.

•Strong understanding of customer service operations, scheduling systems, and technical service delivery.

•Experience in grant or compliance-related environments is a strong advantage.

•Excellent communication, organisational, and leadership skills.

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