Service Manager

Who we are?

Origin Fitness specialises in providing the best in Fitness Equipment along with expertise in gym design, installation, and customer service. Origin Fitness are striving to be the best to work for and the best to work with.

Company Overview

We are an innovative, growing company working towards our vision of being the best commercial fitness equipment supplier in the UK. We are passionate about delivering the best customer experience and pride ourselves on building lasting relationships with our customers.

Our core company values drive our strategy and behaviours, creating a positive culture within the business. Find out more about the company by visiting; originfitness.com/vision-and-values

Department Role in Achieving Vision

Our fitness equipment is of the highest quality and our Service team play a critical role in achieving our business objectives and offering our clients the best experience by providing the best customer experience through service and support. The Service Team, acting as a liaison between Customers and other Departments; provide services and information required to resolve any Product Service Related issues with the equipment supplied by Origin with accuracy, efficiency, and enthusiasm.

Job Description

We are seeking forward-thinking and highly motivated individual with good management and leadership skills, effective communication skills, a creative problem- solving ability, a people- first attitude, and a hunger for growing the business.

Responsibilities:

• Support and lead the Service and Repair Team.
• Managing & Training the Service and Repair Team.
• Monitor the daily workloads of team members and make adjustments to ensure adequate coverage and that correct procedures are followed. Identify system and workflow improvements to enhance the team’s efficiency.
• Where required, interact with customers via telephone and email to provide information and service and maintenance related assistance.
• Co-ordinating and planning engineers’ routes and scheduling service repairs and call outs in line with company agreements and KPI’s.
• Follow internal procedures to efficiently record and maintain database information.
• Ensure producitivity standards, KPI’s and goals are met whilst maintaining the highest level of customer service.
• Liaise with company departments to ensure that all customer experience are of the highest standard.
• Onboarding and training new employees.
• Use computer systems to track, gather information, and/or troubleshoot customer issues.
• Refer unsolved customer issues to designated departments or supervisor for resolution.
• Drive efficiencies & Continuous Improvement
• Identify areas to generate additional revenue and implement the necessary procedures to achieve this

Essential Skills and Competencies

• Minimum 5 Years Customer Service Experience ideally within a service and repairs team
• Minimum 2 Years Managerial Experience
• Proven track record of maintaining high levels of customer satisfaction
• Strong Computer Literacy (word, excel, email etc)
• Excellent verbal and written communication skills
• High level of attention to detail
• Able to work on own initiative
• Reliable
• Team Player
• Ability to learn quickly
• Ability to work well under pressure
• Salesforce CRM experience an advantage

Your Career

• Be part of a vibrant, growing company with 58 staff.
• Training and support to help develop your skills.
• Opportunities to progress within the business.
• Manager support through regular 121s and a personal development plan

We care about our team. Here are just a few of the perks;

• Free to use staff gym at head office (HQ Staff Gym with our latest equipment)
• Cycle to work scheme
• Free staff car parking at head office (HQ Staff Car Park)
• Regular staff events, socials and parties
• 28 days annual leave (33 days after 5 years’ service). We close for Christmas and New Year to ensure everyone can enjoy a well-deserved rest – Holidays will be adjusted based on 4 or 5 day week
• A joint contributory pension scheme – Origin Fitness match up to 5%
• Parental/Family leave
• Flexible working company ensuring that employees can work from home, remotely or HQ as needed
• 4 or 5 day working week
• Find out more at originfitness.com/working-at-origin

Job Type: Full-time

Salary: £37,500.00-£45,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Gym membership
• Work from home

Schedule:

• Holidays
• Monday to Friday

Supplemental pay types:

• Performance bonus

Experience:

• Customer Service: 5 years (preferred)

Work Location: Hybrid remote in Edinburgh, EH28 8PL

Application deadline: 13/03/2023
Reference ID: Service Manager