Service Delivery Manager

Our Customer Service Delivery Manager plays a key role in maintaining our strong reputation with our customers. We pride ourselves on being nothing like other Standby Battery Maintenance companies, this role helps us achieve that by ensuring our customers are satisfied they've had a great customer experience throughout their experience. The role does require some staying away from home to conduct customer visits, and you will be expected to be available for calls weekend days to assist engineers as required (in conjunction with the Operation Director).

The role is based in Royston Hertfordshire, 3 days working from home/site and 2 days in the office.

The main tasks include, but are not limited to:

• Managing the Office & Warehouse


a. Run the operations from receiving an order to dispatching the goods to the customers

b. Check delivery of inbound goods.

c. Managing the Delivery notes and emailing them to customers

d. Coordinating shipments and tracking invoice payments

e. Coordinating delivery schedules with our couriers and drivers

f. Ensuring timely deliveries of stock and tracking their path

g. Preparing stock labels

h. Monitor the level of inventory and report issues to management.

i. Oversee the management of goods for dispatch, including the required documentation and shipping labels.

j. Liaising with customers on delivery/visit schedule.

k. Ensure timely booking requests are entered onto relevant systems.

l. Assisting at customer events as required

m. Ensuring Customer emails are answered and resolved in a timely Manner

n. To create customer order for warehouse to pick

o. Assist management team with Vehicle Fleet operation requirements

p. Assist in booking vehicle repairs and inspections

q. Be involved in all daily and weekly reporting.

r. Create and update records ensuring accuracy and validity of information.

s. Organise the warehouse according to the inventory allocation.

t. Provide support in the creation of invoices and other admin tasks

u. Ensuring the working area clean and tidy at the end of the day.

• Field / Customer site


a. Ensure Company Quality Engineering standards are kept

b. Conduct Site surveys to assess the work required to enable Quotations, Risk and Method creation and project planning.

c. Reviewing/storing technical reports and data.

d. Highlighting further site actions if required

e. Completing paperwork relating to site visits

f. Completing personal expenditure claims including, cash expenses, mileage logs and other expenses.

g. Showing initiative in the generation of income for the company.

h. Resolving any problems with the team, plans and budget to ensure that the project flows smoothly

i. Identifying potential problems with the project, leading the team into developing solutions and ensuring that they are implemented

j. Hosting frequent meetings with teams to build morale and inform them of their daily activities

k. Ensuring that all legal requirements are met.

l. Working with third-party contractors to develop viable time scales and working practices


• Strong Verbal and written communications Skills


• Motivated.


• Ability to act promptly and with intention to make things happen efficiently and effectively


• Demonstrated ability to work well in collaborative environment and to communicate effectively with clients and end users


• Self-directed/motivated



• A Strong command of Microsoft Word and Excel.



• Commitment to providing great customer service with strong organisational skills


• A proven track record of strong customer service working within a face-to-face customer service environment


• Adaptable to changing situations


• Flexibility as required


• Service Delivery Focused



• Commercial Awareness



• Due to the nature of the role, we will require you to have a full UK driving licence



• 2 Years experience within the UPS and standby Battery systems environment