Service Coordination Manager – North & Scotland

Overview

In this role you lead the Service Coordination team across North & Scotland to ensure reliable service delivery, supported by effective scheduling for engineers and a collaborative, high-performing team. You will drive customer-focused operations, monitor KPIs and SLA performance, and use data to identify improvement opportunities. You’ll work closely with Customer Service, Operations and regional managers to maintain a one-team approach. This is a chance to shape service excellence within a global leader.

Pay / Benefits

• Competitive salary
• Bonus
• 25 days’ holiday plus 8 Bank Holidays
• Pension scheme
• Private Medical Insurance
• 24/7 GP and wellbeing support”,”KONE employee discounts”,”Regular development reviews”,”Career development and progression opportunities

Responsibilities

• Lead, coach and develop the Service Coordination team to foster a positive working environment
• Coordinate daily workloads, prioritise and schedule jobs effectively
• Support rapid, confident decision-making when priorities shift
• Collaborate with Operations, Engineers and other regional teams
• Strengthen relationships between Customer Service and Operations
• Set clear objectives, development plans and monitor performance
• Analyse KPIs and SLAs, take corrective actions as needed
• Utilise data and customer feedback to improve service quality
• Support recruitment, onboarding and development of new team members
• Handle escalated customer issues and drive practical resolutions
• Ensure consistent use of processes, policies and systems
• Promote collaboration and a one-team culture across KONE

Key requirements

• Strong people management experience in a busy operational, customer service or contact centre environment
• Around 3+ years of management experience leading a medium-sized team
• Proactive, can-do attitude with calmness under changing priorities
• Coaching, performance management and team development skills
• Ability to organise, prioritise and maintain momentum in a fast-paced setting
• Stakeholder management and relationship-building capabilities
• Good customer service and complaint-handling experience
• Strong communication and listening skills
• Proficiency in Microsoft Word, Excel and Outlook
• Experience with SAP, CRM and Salesforce
• Dispatch planning, scheduling or workforce coordination experience (beneficial)

• People-focused leadership
• Proactive problem-solving
• Excellent communication and listening
• Microsoft Word
• Excel
• Outlook

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