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Service Centre Manager job in Haydock at Rentokil Initial

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Service Centre Manager at Rentokil Initial

Service Centre Manager

Rentokil Initial Haydock, Merseyside Full Time
Role Profile – Service Centre Manager Haydock Reporting to Area Operations Manager - Barbara Dudley Direct Reports Service Team Leaders , Service Support Operatives, Branch Administration Significant Relationships Sales Manager, Contact Centre, Credit Control, Processing Manager, Service Manager, Admin Team, HR Manager Overall Job Purpose To contribute to the growth and retention of the customer base through the provision of excellent customer service and service delivery. Thus supporting the achievement of consistent profit growth of the business, whilst optimising unit-operating costs. Key to this role is the involvement with other functions within the business to achieve the required business growth, working with sales management to target new business, retain and develop the customer base, cross sales, enhance service delivery and reduce costs whilst improving service efficiency. Key Responsibilities Financial Management: Assists the Field Operations Director with the development of the annual cost budget for the Service Centre. Monitors all cost lines of the budget, highlighting significant variances / foreseeable variances. Implements action plans agreed with Field Operations Director Is aware of and continually works towards reducing unit operating costs and improving service efficiency Business Area Management: Implements IWS operational measures and processes within the Service Centre. Agrees other measures as appropriate with the Field Operations Director Maintains accurate and up-to-date information on service centre performance. Reviews operational performance with the Customer Service Manager on a weekly basis. Implements appropriate action plans Resources Management: Reviews resources available proactively and on a daily basis. At an early stage highlights and proposes solutions to serious resource issues. Discusses detailed monthly action plan with the Customer Service Manager. Implements action plans. Personal Standards: 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 Motivation of Others: Reviews results of field accompaniment with Customer Support Consultants Agrees business objectives for the service section with the Customer Service team quarterly Involves whole Service Centre team in achievement of objectives. Training & Development: Reviews the performance of each member of staff formally, on an annual basis. Identifies any training needs. Runs on-job training sessions using approved lesson plans on regular basis. Ensures all new staff are inducted effectively into the business. Reviews the effectiveness of training with team members. Carries out coaching with team members to improve understanding and on-job performance. Identifies readiness levels of all staff for specific tasks, applies appropriate performance coaching techniques. Decision Making: Ensures availability and accuracy of all relevant data required for key decision-making. As part of the communication with the Field Operations Director reviews the decisions made to evaluate effectiveness. Agrees corrective / preventative action with team members where appropriate. Communications: Implements regular and open communication to actively seek and share information and views with all staff In the absence of the Customer Service Manager and in conjunction with the Service Supervisor carries out daily briefing and de-briefing of all Drivers / Installation staff and ensures effective communication of information to and from customers. Follows the IWS Health & Safety meeting schedule to ensure the effective transfer of information. Implements and maintains systems to ensure active communication with customers regarding late deliveries, bank holidays deliveries etc. Business Relationships: Has regular communication with the Plant Manager 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 relating to service delivery received by phone, fax, email, letter, or via the Customer Support Desk. In liaison with the Sales Manager / Portfolio Manager visits the Service Centres top 20 customers at least once per year. Assesses quality of service and / or market potential during field visits. Site Management: Takes full responsibility to ensure that the site is secure at all times and that all the company stock and assets are protected. Takes full responsibility for Health and Safety on the site taking action to ensure the welfare of all staff and visitors to the Service Centre. Ensures that arrangements are in place with appropriate key holders for out of hour’s attendance in the event of an emergency. Requirements Person Profile Leadership/motivational skills: Able to create a vision for the future and motivate / manage the team Inspires and gains respect acting as a role model for staff Financial: Experienced in managing and controlling budgets. Ability to work with senior management to set annual budgets and monitor performance. Data rational – analytical and able to absorb and understand financial data, whilst identifying and addressing business issues to achieve targets. Must be computer literate Organisational management/self management: Knowledge and experienced in planning, and ensuring contingency plans are in place to deal with unforeseen issues 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 – providing solutions to those problems. Skilled in managing large and unpredictable workloads Resilience Thinks and acts clearly when under pressure Results orientation: Regularly sets and reviews business and staff objectives / performance – able to identify and deliver solutions to enhance performance Able to work with peers, subordinate and management effectively – and to positively challenge and work with others Decision making: Sound judgement and ability to problem solve effectively and make good decisions in a timely manner Communication skills: Communicates clearly – both verbally and in writing Change management: Comfortable working in ever changing working environments. Willing to embrace and apply new working practices Open-minded – flexible to change. Able to work outside normal parameters. Able to manage staff through the change process Customer Focused: Minimum 2 years in business to business service industry Distribution / logistics experience to Multi-drop locations Experienced in business to business service / customer relationships Able to develop and maintain effective customer-facing relationshipsCommercially aware and able to negotiate sound commercial arrangements. Able to identify areas of weak / low customer density and recommend to sales how to target and improve this Able to retain existing customer base. Whilst identifying opportunities to increase services through cross sellingFocussed on achieving service excellence Cost: Able to analyse data and identify trends to improve resource usage and maximize business efficiency Able to implement and maintain operating processes and practices which ensure the business operates efficiently Undertakes ongoing review of unit operating costs to ensure opportunities are taken to reduce costs, whilst improving service performance People: Minimum 4 years management experience Skilled in managing and motivating people and utilising resources effectively Able to communicate effectively, ensuring sound 2-way communication Able to ensure staff understand and adhere to operating practices Capable of managing and motivating large multi drop service delivery workforce Project Willing and positive approach to participating in projects / business change processes Benefits Please apply for this role via Career+ or alternatively you can send your CV and covering letter detailing your reasons for applying for this role directly to Graeme Davidson: [ Email address blocked ] Please contact Barbara Dudley for more information


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Job ID: 0c920f52c654