Business Service Manager

Austin Fraser; Harlow; On-site; GBP 32,000 - 40,000

Job description

Business Services Manager - Essex- £32,000-£40,000

Business Services Manager Package Overview:

1. £32,000-£40,000 (negotiable based on experience)
2. Full-time, Permanent Position
3. Essex, Commutable from Hertford, Harlow, Chelmsford & Woodford areas
4. Fire and Security Sector

Business Services Manager Company Overview:

We are currently looking for a Business Services Manager to oversee the Service Administration and Costings teams in the fire and security sector. You will be responsible for achieving company KPIs, managing performance metrics, and improving service delivery.

Key Responsibilities:

1. Supervise, train, and develop team members to maximise performance.
2. Manage staffing levels, including leave and recruitment, to meet KPIs.
3. Manage Service Desk and Costing Operations teams, setting objectives and overseeing performance.
4. Align team priorities and KPIs to ensure consistent development.
5. Oversee administration quality, including call triage, routing, scheduling, customer liaison, and supplier communication.
6. Ensure job costing adheres to contract rates and maintains profitability.
7. Organise Costing team workload to meet financial timelines and ensure timely customer payments.
8. Support field operations with Service Desk performance, driving service excellence.
9. Work with Team Leaders to track KPIs, analyse results, and recommend improvements.
10. Monitor administrative and costing performance with the Service Delivery Lead, identifying improvements.
11. Forecast workstream volumes to plan and allocate tasks across teams.
12. Advise on service delivery approaches to meet SLAs throughout the contract lifecycle.
13. Monitor engineer compliance with processes, escalating issues as needed.
14. Build customer relationships to assess performance and identify improvements.
15. Ensure consistent communication within the Business Services department for effective information flow.

Skills/Experience Required:

1. Experience in a Customer Service or operational service delivery role at Team Leader or Supervisory level, preferably in a Call/Contact centre.
2. Preferred background in scheduling, reporting, call flow, analytical tasks, and compliance/administration management.
3. Strong experience in managing high-volume internal and external relationships.
4. Excellent persuasion, negotiation, and influencing skills.
5. Commercially aware with the ability to balance business needs within budget, resources, and time constraints; capable of understanding financial documents (e.g., P&Ls, balance sheets).
6. Strong verbal and written communication skills.
7. Proficient in IT, including Outlook, Word, and database management (Tesseract 5.1 experience is a plus).
8. Advanced Excel skills for data analysis and comparison.

Apply now!