Job Description: Technical Team Manager (Operations and Customer Service)
Position details
- Position title: Technical Team Manager (Operations and Customer Service)
- Reports to: Managing Director
- Location: UK, primarily on-site
- Direct reports: Technical Advisors and Senior Technical Specialists (where applicable)
Role purpose
Lead and manage the Technical Team to deliver a consistent, high quality support service to customers and trade partners. This role is responsible for people leadership, operational performance, service standards, escalation ownership, and continuous improvement.
This is not a hands-on file writing role. The post holder is accountable for outcomes, prioritisation, workflow control, and customer experience, while coordinating specialist technical expertise as needed.
Key outcomes
- A stable, well led team with clear priorities, excellent communication, and measurable performance.
- Reliable service delivery that meets agreed response and resolution targets.
- Strong customer experience, including professional handling of escalations and complaints.
- Continuous improvement of processes, documentation, and training.
Core responsibilities
1) People leadership and team performance
- Lead, coach and develop the Technical Team through regular 1:1s, performance reviews and clear expectations.
- Manage rotas, service cover, annual leave, sickness and resourcing to protect service levels.
- Drive a culture of accountability, professionalism and teamwork.
- Support recruitment, onboarding and training of new team members, including the new Team Leader structure as the team evolves.
2) Service delivery and operational management
- Own daily workflow management: triage, prioritisation, allocation, and progress control of all incoming technical requests.
- Ensure consistent service quality across channels (phone, email, portal, internal escalations).
- Define and maintain SOPs for key processes to ensure repeatable delivery and reduced errors.
- Act early on risks to service levels and rebalance workloads accordingly.
3) Customer service management and escalation ownership
- Be the escalation point for complex or high risk customer and dealer issues.
- Ensure customer communications are timely, clear and appropriate, with expectations managed professionally.
- Investigate recurring complaints and implement corrective actions to prevent repeats.
- Coordinate internal stakeholders to deliver resolution, including technical specialists, workshop, sales and IT as required.
4) Reporting, dashboards and KPIs
- Produce a weekly service performance update covering volumes, backlogs, service levels, escalations, and key risks.
- Implement and maintain operational dashboards including:
- Response and resolution performance
- Backlog and ageing
- Escalation volumes and themes
- Quality measures and rework
- Training completion and competency status
- Provide a monthly management report with trends, root causes, improvement actions and outcomes.
5) Training, knowledge base and continuous improvement
- Own the team training plan, ensuring new starters and existing staff receive structured training and competency sign off.
- Maintain a usable knowledge base and internal documentation so the team can resolve issues consistently.
- Identify improvement opportunities and lead initiatives that increase speed, accuracy and customer satisfaction.
- Support the business in implementing new systems, tools or workflow changes that affect the Technical Team.
Required skills and experience (essential)
- Proven experience managing a support, service, operations or delivery team.
- Strong people management capability, including coaching, performance management and conducting appraisals.
- Demonstrable customer service leadership, including escalation handling and complaint resolution.
- Strong operational skills: prioritisation, workflow control, rota planning and process improvement.
- Confident communicator who can translate operational issues into clear, structured updates.
- Strong reporting capability, comfortable using KPIs, dashboards and trend analysis to drive improvements.
- High personal standards, calm under pressure, and able to make decisions quickly and fairly.
Desirable
- Experience in automotive, engineering, IT support, SaaS support, or other specialist technical service environments.
- Experience implementing new systems, portals or operational process changes.
- Familiarity with CRM or ticketing systems and structured service management approaches.
Behavioural expectations
- Customer first mindset with strong judgement and professionalism.
- Leads by example, creates clarity, and sets consistent standards.
- Proactive, organised, and comfortable in a fast paced environment.
- Collaborative and solutions focused across departments.
Measures of success (first 6 to 12 months)
- Service levels stabilised and consistently meeting agreed targets.
- Reduced backlog and reduced repeat escalations through better triage, knowledge base and training.
- Improved customer satisfaction and fewer complaints.
- Clear weekly and monthly reporting adopted and used by leadership.
- Strong team engagement, capability development and improved operational resilience.
Education
- A-level or equivalent (preferred)
Job Type: Full-time
Pay: £38,000.00-£45,000.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
- Private medical insurance
Work Location: In person
