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Service Centre Manager

Letchworth Garden City, Hertfordshire
£35,000 to £45,000
Job Type
6 Sep 2022
Service Centre Manager Response Personnel are currently recruiting for a Service Centre Manager for our client based in Letchworth, Hertfordshire. Salary: Up to £45,000 per annum, dependent on experience Hours: 08::00, Monday to Friday, 40 hours per week Job Purpose Responsible for the complete service delivery to all our clients whilst ensuring that the highest quality is maintained via the team leaders throughout all Service Centre Departments. Key Responsibilities & Requirements Have a positive approach to implementing, monitoring, measuring and reporting back on all strategic, operational change and improvement driven by the Operations Manager and Senior Management team across all Office Service teams. Work in conjunction with the Field Operations Managers (FOM) to co-ordinate workflows involving both Field and Office teams. Encourage a mindset of continuous improvement throughout all staff and teams, taking ideas and improvement initiatives through from concept to implementation including buy-in from the relevant teams and managers. Create, measure, monitor and consistently meet targets on key performance measures set by the Operations Manager and provide feedback. Set standards for dealing with customers, consistently meeting targets set by the Operations Manager for calls dropped, call time duration, hold/busy durations etc. Co-ordinate scheduling teams to ensure that engineers daily schedules are maximised in terms of number of calls and within the best commercial practise. Warranty management, ensure that jobs are logged with the correct account, correctly attributed costs, customer portals are updated where applicable, compile KPI data and provide feedback to the Contracts team or Senior Management as required. Create training needs and maintain records for all reportable staff, perform regular Gap analysis, organise and provide training to ensure all staff meet the required expectation to maintain continuity throughout the teams and tasks. Develop a matrix of tasks per team and function and deliver training to ensure cross team coverage is established. Compile documented process maps for all required processes, train staff to ensure consistency of task performance. Act as the main point of contact for escalated customer complaints and consistently meet response time targets. Review complaints and establish cause and effect and suggest and implement corrective actions. Perform regular staff appraisals and one-to-one sessions in conjunction with and support for the Team Leaders to continually monitor performance and identify staff needs to aid staff development. Be the focal point for Operational Office Service queries and manage accordingly. Assist, coach and direct the Team Leaders to drive consistency and continual improvements throughout the teams. Ensure that all engineer passes, and permits are up to date and sufficient coverage of the engineer work force to enable our customer sites to be serviced adequately. Oversee and co-ordinate the estimation process. Oversee and co-ordinate the asset management process. Person Specification & Key Skills Experience in managing a Service Centre with multiple teams. Highly customer service focused. Excellent problem-solving skills. Good commercial acumen. Full ownership and responsibility for high level direct communication to key customers where required Ability to think quickly and act decisively in the interests of both the customer and the business. Ability to develop team collaboration and develop a fresh thinking environment. Ability to lead positively within the team and to help turn ideas into action. Ability to create cross functional integration. Ability to identify, write and implement policies and procedures for successful service delivery. Ability to calmly deal with pressure within a demanding SLA driven business. Good people skills for building relationships with colleagues at all levels. Adaptable, willing to accept change and try new ways of working. If you think this is the perfect role for you, please apply today! Response Personnel, an independently owned company and experts in recruitment since 1997. Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, IT/Telecoms, Industrial and Technical sectors. For information on other roles, we have available please call (phone number removed) for further details
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  • Job Reference: 705455628-2
  • Date Posted: 6 September 2022
  • Recruiter: Response Personnel Ltd
    Response Personnel Ltd
  • Location: Letchworth Garden City, Hertfordshire
  • Salary: £35,000 to £45,000
  • Bonus/Benefits: 22 Days Hol, Free Parking, Employee
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent