Aftercare Service Delivery Manager

A multi-award-winning smart home integration specialist with over 20 years of success in the Prime and Super Prime residential market. As one of the UK’s leading integrators, the business has a strong reputation for excellence, delivering projects ranging from £500k to £6 million. With a 65-person team and long-standing client relationships, they combine a family-run culture with professionalism, innovation, and ambition. Their track record includes 32 industry awards, including multiple CEDIA wins, and partnerships with leading technology providers such as Crestron and Lutron.

Responsibilities

Support the Head of Aftercare in managing the aftercare division; Act as the key point of contact between clients and the Aftercare team; Step in as deputy for the Head of Aftercare when required; Manage and motivate the team to meet and exceed KPIs; Oversee service delivery via the ticketing system, ensuring efficiency and accuracy; Serve as the second line point of escalation for client service issues; Maintain strong client relationships, focusing on satisfaction and retention; Identify opportunities to generate additional monthly revenue; Ensure service delivery meets deadlines, contractual obligations, and quality standards; Uphold a professional approach when working with Prime and Super Prime clients

Requirements

Strong interpersonal, communication, and conflict resolution skills; Proven background in client relations, account management, or customer service; Excellent verbal and written communication abilities; Solid administration, coordination, and project management skills; Detail-oriented with strong analytical abilities; Ability to lead, motivate, and develop team members; Experience with ticketing and/or contract management systems; Track record of creating and delivering training plans; Ability to work under pressure with a positive, solutions-focused mindset; Experience in reporting and spotting trends within performance data

Nice to have

Familiarity with smart home technologies (advantageous)

Benefits

20 days holiday plus bank holidays; Pension scheme with employee contributions; Company healthcare after 3 years of service; Cycle to work scheme; Supportive, flexible working culture