This job opportunity has been provided by Reed.co.uk
Service Coordination Manager
We are looking for a proactive Service Coordination Manager to support the Service Manager within our After Sales Operations team. This role provides oversight across the full service spectrum, including process compliance, audit readiness, technical support, repair turnaround times, and service performance. The Service Coordinator will assist in daily operations, ensure statutory aftersales obligations are met, and support continuous improvement to drive efficiency, consistency, and high levels of customer satisfaction.
This is an exciting opportunity to work within our growing team in our new offices in Marlow! We will offer a work from home option (which is to be agreed directly with your line manager upon successful completion of your training).
As part of working for TTi, we offer many exciting benefits! It’s our people that are crucial to the success of our business and therefore we offer a vast range of comprehensive benefits to our team.
- Free on-site parking at the office
- A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
- 25 days holiday + bank holidays
- Private Medical & Dental Insurance
- Group Life Assurance Benefits
- Discounted Milwaukee, Ryobi and VAX products
- Access to our TTi Benefits Hub which includes discounts with many high street retailers
- Support towards Eye Sight Tests for DSE use
- On-site 3rd party restaurant and coffee shop in our offices
As well as the above benefits, the wellbeing of our employees is of utmost importance to us and we offer an Employee Assistance Programme, giving employees access to a confidential helpline 24/7.
Key responsibilities:
- Support the Service Manager in the day-to-day operation of the service and aftersales department.
- Coordinate service activities across the Service lifecycle, ensuring efficient progression from job intake to completion.
- Ensure consistent adherence to service processes, procedures, and audit requirements.
- Focused on Key Performance Indicators of the Service Lifecycle; specifically, around the monitoring of repair turnaround times and support actions to improve productivity and efficiency.
- Root cause analysis to identify opportunities for continuous improvement.
- Building effective relationships with WSA to drive continuous and sustained performance aligned to SLA’s.
- Implementation and monitoring of agreed corrective actions.
- Act as a key point of contact for product support, liaising with service repair centres, internal teams, and stakeholders including our Central EMEA Service team.
- Support the development and ongoing performance of the Service Agent network, including administration of the warranty claims process.
- Maintain accurate records of warranty submissions, credits, rejections, and customer contributions toward goodwill claims.
- Support the early identification of product quality issues, ensuring timely reporting and communication to Europe and China.
- Assist with technical investigations and the preparation of structured reports and documentation.
- Coordinate with European teams to support best practice alignment and participate in Quality and Service meetings, ensuring technical information is maintained and appropriately distributed.
- Support the administration and coordination of product related insurance claims.
- Assist with service planning, scheduling, and workload prioritisation to optimise resources.
- Ensure statutory and aftersales obligations are clearly understood and consistently met.
- Track service performance metrics, identifying risks, trends, and improvement opportunities.
- Support the delivery of consistent, high-quality customer service and effective resolution of service issues.
- Contribute to continuous improvement initiatives to enhance service effectiveness and customer satisfaction.
- Maintain up-to-date working knowledge of new product developments.
Experience/skills required:
- Minimum 5 years’ experience in a similar service, aftersales, or operational coordination management role within a tangible product environment
- At least 2 years’ team management experience
- Strong problem solving skills with a data driven approach
- Experience using SAP and Salesforce desirable
- Proven data analysis capability to identify trends and drive improvements
- Experience supporting or delivering project management initiatives
- Strong organisational, communication, and stakeholder coordination skills
- Full UK Driving Licence as travel will be required
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