Summary Of The Role Purpose
A Service Centre Manager is responsible for the financial success and day-to-day operations of a Service Centre. Their duties include: Maximising operational efficiency & productivity. Maintaining and improving operational processes and ensuring high levels of compliance within the Service Centre. Developing a culture that puts total customer satisfaction at the centre of the operation. Promoting and creating a reward and recognition culture for outstanding service delivery by individuals and teams.
Key Responsibilities Of a Service Centre Manager
- 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 KPIs 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 against set objectives and goals, and to ensure their training and development needs are met
- Effectively plan the team's resource and availability through managing shift patterns, annual leave and absence to maintain consistent productivity and performance during operational hours
- Effectively manage a P&L ensuring that costs and performance are in line with budgets and taking necessary action to maintain profitability
- Address any complaint escalations, identify the root cause of complaints and develop action plans to address and improve to an acceptable level
- Present weekly and monthly reports to the Area Manager regarding performance, identify risks and provide 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, 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 Head Office departments
Key Skills
- Continuous Improvement – identifies and implements ways to make job tasks or processes more efficient
- Leadership – ability to inspire, influence and lead by example
- Communication and Interpersonal – ability to communicate effectively and clearly 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
- Customer Service and telephony skills
- Succession Planning
- Delegation
- Time Management
