Service Support Manager

Service Support ManagerHours: 12.30pm – 9pm and 1.30pm – 10pmLocation: Central GlasgowSalary: £45k + Bonus + Shift AllowanceAre you a motivated and people-focused leader with a passion for delivering exceptional service? Do you thrive in dynamic environments, champion continuous improvement, and inspire teams to achieve outstanding results? If so, this is your opportunity to lead a high-performing team at the heart of our business.About the RoleOur Service Support team is a dedicated, energetic, and customer-centric function, crucial to delivering world-class support to our Ambassadors, Clients and Consultants. From day-to-day operational assistance to resolving complex issues through cross-functional collaboration, the team ensures frictionless business transactions and an outstanding service experience.As Service Support Manager, you will lead and develop this function to deliver on time, right first time, every time. You’ll ensure the team operates in alignment with business strategy, supports regional growth, and continuously enhances service through insight, proactive problem-solving and a strong coaching culture.You will be the driving force behind team development, change leadership, service excellence and stakeholder engagement—ensuring our people, processes and performance consistently exceed expectations.What You’ll DoChampion our values and Service Excellence principles, acting as a strong role model across the function.Lead, coach and mentor the team to ensure high performance, clear development planning and continuous skills growth.Oversee the delivery of all SLA and KPI commitments, reallocating resources to maintain seamless service.Manage communication with key stakeholders across all levels of the business.Produce accurate, insightful MI and KPI reporting for operational reviews and senior leadership forums.Identify and implement process improvements to enhance workflows, turnaround times and overall service quality.Act as the senior escalation point for complex issues, ensuring timely and effective resolution.Provide strategic focus and alignment to ensure the team delivers against objectives set by the Head of Function.Maintain a high level of confidentiality, professionalism and integrity at all times.What You’ll BringProven leadership experience with strong coaching, mentoring and feedback skills.Excellent planning, organisation and analytical abilities, with strong attention to detail.A collaborative and inclusive leadership style that builds trust and drives team engagement.Outstanding time management and the ability to thrive under shifting priorities in a fast-paced environment.Exceptional communication skills—written, verbal and interpersonal—with the confidence to influence at all levels.A passion for continuous improvement, with the ability to identify root causes, introduce solutions, and ensure learnings are embedded.Strong reporting skills with the ability to translate data into actionable insights.A role model mindset—living our values and representing the business with pride.