Regional Client Service Manager - North
Corrigan Bentley are proud to partner with Nationwide Air Conditioning in the search for a dynamic, inspirational and hands on Client Service Manager to take full responsibility for a growing sector of the business. Reporting directly to the Managing Director, you will be a key member of the 6 people Leadership Team. With responsibilities across the end-to-end service operations in the North, you will also play a critical role in developing a competent, client orientated, responsive service organisation capable of delivering superior service in line with Nationwide high standards and as well yearly turn-over targets.
Leading a team of CSM’s that are accountable for client relationships, quality of service, operational performance, business growth, gross and net profit, compliance to both external and internal requirements.
Therefore, the successful candidate will have deep operational experience across the end to end service operations including client’s management, operational performance improvement, organisation capability. Importantly, he/she will be passionate about building capable and effective teams, being part of a growth organisation and delivering results in a fast-paced service-oriented business.
Key Responsibilities - Delivery and achievement of agreed financial budgets/targets.
Develop both the short and mid-term strategy for service operations, designing and implementing a model that is adaptable to changing customer requirements and agile, flexing to trends in the industry.
Lead the day to day service operations of the North Region including all Clients related activities. This includes oversight of service quality and cost performance of all the 4 areas of the North Region, i.e. Scotland, Manchester, Midlands, Bristol.
Build organizational capabilities i) through the development of existing staff; ii) through the hiring of strong talents, iii) implementing new processes that drive efficiencies and as well iv) developing new systems that support an increasingly complex business model.
Lead, motivate and develop an effective team by being a hands-on leader who is approachable, collaborative and influential.
Partner with members of the Leadership Team, collaborating to ensure his Region capabilities are aligned to support the broader business. Critical Leadership Capabilities
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Building Effective Teams: Blends people into teams when and as needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team;+/ creates a feeling of belonging in the team.
Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans. Candidate Profile (Ideal Experience)
At least ten years of client service operations experience in the HVAC industry including contracts management, team management, organisation capability development, project management and customer service.
Experience within HVAC sector at service orientated firms is considered ideal.
Deep understanding and appreciation of quality of work and importance of service.
Nationwide experience is optimal, with experience in the North considered essential.