Service Centre Manager - Birmingham
- Birmingham
- Permanent
- Full-time
- Maximising operational efficiency & productivity.
- Maintaining and improving operational processes and ensure that high levels of compliance are evident within the Service Centre.
- Developing a culture that ensures total customer satisfaction is at the centre of the operation.
- Promoting and creating a reward and recognition culture for outstanding service delivery by individuals and teams.
- Motivate and lead a team through regular communication, recognition and engagement
- Effectively and consistently manage their team in accordance with Company procedures and values, including people management procedures such as Disciplinary, Absence Management and Performance Management
- Continuously monitor team performance and KPI’s ensuring that any performance concerns are addressed and managed appropriately
- Hold regular 1-2-1’s and performance reviews with team members in line with the company appraisal process, to discuss their performance in line with set objectives and goals, and to ensure their training and development needs are being met
- Effectively plan the teams resource and availability through managing shift patterns, annual leave and absence to ensure focus on consistent productivity and performance during operational hours
- Effectively manage a P&L ensuring that costs and performance are in-line with budgets and take necessary action to maintain profitability
- Effectively deal with any complaint escalations and Identify the root cause of complaints and develop action plans to address and improve to an acceptable level
- Present both weekly and monthly reports to the Area Manager in relation to performance, identifying any risks and providing detailed plans to maintain or correct performance
- Ensure compliance and the timely delivery of health and safety, quality, financial, operational and environmental requirements in-line with best practice and legal frameworks using the relevant process including monthly inspections / I-Auditor
- Identify recruitment needs for the Service Centre, as approved by the Area Manager
- Understand and manage fleet and equipment requirements for the Service Centre
- Establish and maintain effective communication and relationships with colleagues from the Head Office departments
- Continuous Improvement- identifies and implements ways to make job tasks or processes more efficient
- Leadership- ability to inspire, influence, lead by example
- Communication and Interpersonal – ability to effectively and clearly communicate to the team through a range of methods- verbally, written (email, instant messaging)
- IT Literacy- good understanding of Microsoft packages such as Outlook, Word, Powerpoint and Excel
- System Knowledge- IFS/ FSM, HR Portal, Power BI
- Customer Service and telephony skills
- Succession Planning
- Delegation
- Time Management
- Stock Inventory