We are currently recruiting an experienced Service Manager for our client based in Woodford, London.
Overall Job Purpose
To support the Customer Service Manager whilst continuously improving the quality and efficiency of the service provided by the Service Centre by implementing appropriate processes and managing the service delivery team in accordance with IWS Company policy in order to achieve planned performance targets
Person Profile
Motivate and manage the team in line with the company vision
Inspires and gains respect acting as a role model for staff
Must be computer literate to enable completion of regular reports
Ability to implement agreed plans.
Flexible and pragmatic - able to identify priorities and react quickly and effectively to unexpected issues
Self sufficient and proactive, yet able to identify and escalate problems where necessary - help to providing solutions to those problems.
Supports Service Centre management in achieving business & staff objectives
Able to work with peers, subordinate and management effectively - and to positively challenge and work with others
Sound judgement and ability to problem solve effectively and make good decisions in line with parameters as agreed with the Service Centre management.
Communicates clearly - both orally and in writing
Capable of working in changing working environments
Willing to grasp and apply new working practices
Open-minded - flexible to change
Able to work outside normal parameters
Key Responsibilities
Is aware of and continually works towards reducing unit operating costs and improving service efficiency
Maintains accurate and up-to-date information on service performance
Reviews operational performance with the service management team on a daily basis
Reviews route journey records daily as part of the de-briefing process
Reviews resources available proactively and on a daily basis
At an early stage highlights and proposes solutions to serious under-resourcing issues
In conjunction with the service centre manager plans Bank Holiday schedules early to minimise customer service issues
Discusses and agrees detailed weekly action plan with the service centre manager
Implements IWS Personal Standards in own role and supports IWS Personal Standards in others
Adheres to all legal requirements and company procedures. In particular:
Manual Handling
Vehicle Legislation
Health & Safety
Waste Disposal
Runs on-job training sessions using approved lesson plans on regular basis
Participate in the induction process for all new Drivers
Carries out coaching with team members to improve understanding and on-job performance
Ensures availability and accuracy of all relevant data required for key decision-making
As part of the daily de-brief and daily communication with the service centre management team reviews the decisions made to evaluate effectiveness
In conjunction with the service centre manager agrees corrective / preventative action with team members where appropriate
Carries out daily briefing and de-briefing of all Drivers / Installation staff and ensures effective communication of information to and from customers.
Implements regular and open communication to actively seek and share information and views with Drivers
Implements and maintains systems to ensure active communication with customers regarding late deliveries, bank holidays deliveries etc.
Communicates Bank Holiday schedules effectively to other Line Managers and the Plant.
Maintains regular communication with the Plant Scheduling Supervisor to ensure effective delivery between the Plant and Branch.
Liase with Fleet Management and relevant external companies / regulatory authorities to ensure the vehicle fleet is properly maintained and legal requirements are met.
Deals properly and effectively with all IWS customers queries as passed to him by the Service Centre management.
Assesses quality of service and / or market potential during Driver route accompaniments.
Ensures that the site is secure at all times and that all the company stock and assets are protected.
