Job Description
Service SupervisorThame, OxfordAre you ready to embark on a career with a company that places both its employees and customers at the heart of everything we do? If you're a motivated, customer-focused individual with a can-do attitude, we want to hear from you.You’ll fit in well with us at Medstrom, where we have disrupted the market by providing proven and well-evidenced products and services to our busy customers, helping to make a real difference to both their workload and, crucially, their patients’ outcomes.Established in 2010, Medstrom has grown substantially by being patient-focused to become the organisation we are today, whilst maintaining an open culture and ethos. In 2022, Medstrom became an Employee Ownership Trust (EOT), unlike any other company in the industry. This allows each employee to have a vested interest in the company, where we can all contribute to and share in the company’s success.We are now looking for a Service Supervisor to join us and support our team based in Thame, Oxford, providing essential support and services to our customers.The Benefits- Basic starting salary of £28,000- Annual bonus potential- Contributory Pension Scheme- On-call and call-out payments in addition to salary (when required)- Discounts and cashback on shopping, supermarkets and holidays as part of our rewards scheme- 33 days’ annual leave entitlement- Full Induction with great training and support from dedicated team members- Receive a treat on your birthday- Death in Service benefit provided- Be a part of an Employee Ownership Trust (EOT) and the associated benefits of having a stake in the companyThe RoleTo provide day-to-day leadership to the on-site technicians to ensure contractual obligations are fulfilled and the product fleet is managed accordingly.A self-motivated individual with the ability to manage others locally is absolutely essential, whilst maintaining first-class customer service. You will provide strong leadership and motivate the team to achieve high standards. You will manage job priorities, ensuring the focus remains on H&S, SLAs, and the ongoing monitoring of processes and procedures. You will demonstrate the ability to communicate at all levels and monitor the data relating to service provision, highlighting trends and taking action.Specifically, duties will include:- Management of the Medstrom product fleet- Tracking daily and updating the availability and status of products within internal systems- Actively manage the team to ensure customer SLAs are met, and monitor response times daily to ensure adherence to customer SLAs- Ensure jobs are actioned and closed in real time to minimise billing and usage errors- Monitor staff training, ensuring all staff have the skills to perform their duties to a high standard- Ensure that HR policies in relation to vehicles, timesheets, holiday requests, complaints procedure and expenses are understood and actively reviewed- Assist with the prioritisation of jobs so that response times are achieved- Ensure that the Service Centre flows well and that safe operation of the site is guaranteed- Ensure that health and safety and safe electrical working practices are followed- Management and production of the shift plan- Be an active member of the service management team and actively contribute to a culture of continuous improvement, actively seeking ways to improve processes and save costs- Ensure that equipment remains safe to use and that calibration/servicing is performed- Plan ahead to include management of holidays and training to ensure we meet customer demand- Contribute to and/or manage projects and initiatives as directed- Assistance with cover as required – e.g., holiday cover, PPM, audits as neededWorking hours are 37.5 hours per week, which will include some weekend working and the potential to participate in on-call when required.About YouTo join us as a Service Supervisor, you will need:- Technical knowledge and experience of Medstrom product fleet would be an advantage- Experience of leading/managing teams and resolving issues- Experience within a customer-facing environment- Experience within medical devices / a healthcare environment would be preferred, but not essential- Thorough understanding of health and safety principles- Full UK driving licence required- Strong organisational and communication skills- Excellent customer service skills- Very good IT skills with a sound knowledge of the Microsoft Office suite- Ability to work both as part of a team and to be self-motivated- A DBS check (or the willingness to complete one)In addition to the salary and related benefits, you will join a company that has grown extensively within the last 5 years and, through our unique ownership model, is continuing to grow, whilst offering great career opportunities for those who are keen to progress.Webrecruit and Medstrom are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.Medstrom operates a zero-tolerance policy to any harassment, of any kind, towards our colleagues.This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.