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Job Reference ST6408
Location Abergavenny
Salary / Hourly Rate £40k - £45k per annum
Sector Medical
Job Type Permanent
Details Full Time
Date Posted 4 Jan 2019

Job Description

Service Delivery Manager
Salary circa £40,000 - £45,000 per annum
40 hour working week
Onsite parking
25 holidays plus statutory
Workplace pension scheme
Flexible benefits platform

Our client are uniquely placed in the legal / medical sector, currently seeking a Service Delivery Manager to undertake a pivotal role within the business.

• To attain current KPI’s for collections on time delivery and right first time
• To promote and champion new ways of working with internal and external partners to achieve more effective and customer focused levels of service in order to improve profitability and collection accuracy within the future strategy for service development and delivery.
• To design out Non- Value-Added customer facing processes
• Ensure a fully functional onsite service model that fulfils client’s expectations for prearranged and emergency call out collections
• Drive a premium quality (UKAS accredited) collection delivery service which minimises costs
• Evaluate operational performance against stated objectives, developing/refining performance measure and ensuring feedback to staff on performance against targets and objectives
• Ensure the development of an organisational structure that meets changing service needs. To promote sound management practices and to be ultimately responsible for the effective recruitment and retention, motivation and development of staff within remitted area
• Inspire the collections team to drive customer excellence
• Innovate in process reconfiguration to reduce Non- Value-Added content from process
• Address any client feedback resultant from non-conformance or complaints with adequate root cause analysis and process improvements
• Manage key performance indices to grow the overall competency base within the team
• Collaborate with Product Manager to support lifecycle manage of the product portfolio offering
• Develop a vision of the service through to an operating plan with appropriate project co-ordination and stakeholder engagement, leading any agreed implementation project
• Lead the Service Delivery Team Leader, Service Delivery Resourcing Supervisor and Internal Training manager to develop and deploy measurable standards of performance within Customer Service & Collections team operating processes and procedures
• Ensure quality and service excellence through a focus on staff training and retention activities

• To observe safety regulations and attend mandatory fire, manual handling and other courses as required
• Report all incidents and adverse events to managers and assist in the investigations of any incidents
• Participate in risk assessment monitoring
• To ensure that the equipment within area of work is maintained and operated as per SOP’s
• Have knowledge of COSHH and Lifting and Handling Policies

Essential Skills:
• Can evidence success within service sector operating models e.g. Facilities management, catering sectors or outsourcing office services
• Has managed a field-based work force
• Has worked in a zero hours environment or a suitable surrogate
• Evidenced experience of leading change and process re-engineering with a LEAN process mind-set
• Well-developed analytical skills and proven ability of setting/achieving strategic objectives through performance management and of evaluation and achieving service quality
• Highly self-aware and someone who has developed both hard and soft skills to drive their career
• Can articulate a strategic vision and a demonstrable ability to translate into practical operation plans which deliver expected business objectives
• Can evidence leadership within a CRM driven environment (may include a call centre environment)
• Can evidence examples of clear passion for continuous improvement within our service delivery
• Ability to communicate effectively, negotiate and network through highly developed written, oral and presentation skills
• Experience of managing, motivating and developing a multi-disciplinary workforce and harnessing the talents of employees at all levels
• Experience of establishing and implementing business planning process and performance management systems to ensure appropriate and cost-effective service delivery
• Financially confident in managing a segmental P&L
• Can do attitude with skills honed in a larger matrix oriented environment
• Can work on own initiative
• An understanding of confidentiality
• Strong verbal reasoning and computer literacy to a decent standard in word, excel and general standard in Microsoft Office packages

• Supportive nature
• Experience within a PLC environment (FTSE 250 or better) with a career path that shows progression within that environment
• Educated to Batchelors Degree in Business or Life Sciences preferred

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