Customer Service Manager

Location: Head Office, Irvine
Department: Service
Salary: £Competitive (depending on experience)
Reports To: Service Manager
Contract: Full-time, Permanent

The Service Department plays a vital role at Spearhead - supporting care homes and healthcare providers across the UK by ensuring essential equipment such as specialist baths, mattresses, and other care solutions are serviced, repaired, and maintained efficiently. Our team of coordinators, engineers, and technicians work together to provide a fast, reliable, and compassionate service that keeps our customers’ operations running smoothly and safely.

About The Role

Due to continued business growth and an expanding service operation, Spearhead is delighted to introduce a newly created position for a Customer Service Manager within our Service Department.

This new role has been created to strengthen the leadership and structure within the department, ensuring our customer response and operational coordination continue to meet the needs of a growing client base.

The successful candidate will play a key role in connecting customer service, service coordination, and field engineering - ensuring we deliver the highest standard of support and communication at every stage.

Key Responsibilities

Lead, manage, and appraise a team of Service Coordinators, providing day-to-day support, guidance, and motivation.
Act as the key link between Sales and Service Operations, ensuring efficient communication and resolution of customer and operational queries.
Manage the Repairs Inbox, directing enquiries to the correct teams for timely action.
Oversee and coordinate workload scheduling, prioritising jobs and ensuring effective planning with Service Coordinators.

Support the Service Manager by conducting weekly team meetings and quarterly planning sessions.
Manage 3rd stage invoicing and contract/mattress management processes.
Monitor key performance indicators (KPIs) such as on-time delivery, response times, and job completion rates.
Provide cover and leadership support across the Service Department during periods of annual leave or absence.

About You

We are looking for a proactive and confident leader who thrives in a fast-paced, customer-driven environment. You’ll have excellent organisational skills, a practical mindset, and the ability to bring teams together to deliver outstanding service.

Essential Skills & Experience

Proven experience leading or supervising a team within a customer service or operations environment.
Strong communication, decision-making, and problem-solving skills.
Ability to remain calm and focused under pressure.
A collaborative approach, with the confidence to take ownership and drive improvement.
Strong time management and planning ability, with a structured and methodical approach to workload.
IT literate with good working knowledge of Microsoft Office and CRM systems.
Full-time office-based availability.

Performance Objectives

Deliver effective monthly service coordination meetings and plan quarterly reviews.
Drive improvements in key operational KPIs, including:
- On-time, in-full service (OTIF)
- Call-out response times
- First-time fix rate
- Reduction in over-60-day jobs
Maintain consistent communication and coordination across service, sales, and field teams.

What We Offer

Basic salary: £38,000-£40,000pa
31 days holiday (including bank holidays and company closure days)
Company pension scheme
Ongoing training and career progression opportunities

Ready to make an impact?

Join a company that values its people and puts patient safety at the heart of what it does. If you're ready to take the next step in your career, we want to hear from you.

Send your CV to careers@spearheadhealthcare.com. We look forward to welcoming you to our team!

Please Note: Applicants must have the legal right to live and work in the UK at the time of application. We are unable to offer visa sponsorship for this role.