Service Centre Supervisor - London, United Kingdom - Drive DeVilbiss Healthcare Ltd

Description

Who is Drive DeVilbiss

Drive DeVilbiss has become a leading manufacturer and supplier of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions.

We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale.

Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.

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"Leading the World with Innovative Healthcare Solutions that Enhance Lives"_


Summary (Major Purpose of the Role):

At Drive Devilbiss Healthcare we put the customer at the heart of everything we do and we take personal responsibility for exceeding our customers' expectations.

Our four principles underpin everything we do and we will expect you to embody them in everything you do.


The values are:

• Integrity
• We lead with respect, loyalty and trust

• Intent

• We hold ourselves accountable for our actions and when it is not working we fix it.

• Capability

• We listen challenge and continuously improve

• Results

• We will be measured by our results.

In your role we will expect you to support the team at your service centre, ensuring all day to day duties are carried out guaranteeing that daily workloads are completed.

Ensure all contracts are managed effectively and efficiently, ensuring quality and standards are met in expected budgets.

You will be expected to ensure the team is fully trained on the areas required and that you lead by example by exceeding customers' expectations.

You will support the service centre manager and Head of Service Centre Operations by contributing and working with them to continuously improve the performance of the service centre.

Main Activities/Responsibilities:

This is not an exhaustive list of all duties but covers the core needs required to fulfil the role.

Other tasks or project work may be asked of you by your manager or a senior employee depending on the needs of the business.

The company reserve the right to modify this job role at any time.

• To team lead Service Centre employees and to allocate planned and unplanned work to all staff in the most efficient way making sure all operational commitments are fulfilled.
• Support the manager to monitor and control staff sickness and absence, liaising with HR for advice on appropriate actions.
• Authorise holidays correctly, ensuring that they do not impact on daily operations of the service centre.
• Support Service Centre Manager to carry out probationary reviews at one month, three months and 6 months ensuring meaningful guidance on improvements is given to help support a successful probation.
• Support Service Centre Manager with performance management of staff and the Company Disciplinary procedure with guidance from HR Business Partner and Line Manager, performing preliminary investigations and the production of associated reports.
• To control and manage overtime in line with Service budgets.
• To ensure adherence to policies outlined within the company Quality System and adhere to all other Company policies and procedures.
• Liaise and deal with customer related problems with guidance from management when needed.
• Support with the ordering and control of spares and rental assets.
• Organise and carry out inventory and rental asset stock take and ensure no parts or rental assets are taken out of the centre without the completion of the correct paperwork.
• Ensuring all parts replaced under warranty are returned to HQ in accordance with Company policy.
• Support with APR reviews, including skills Matrix assessments when instructed to by Service Centre Manager.
• Ensure timesheets are completed and any other Service reports.
• Ensure the completion of correct paperwork and reporting any concerns with their vans and equipment.
• Liaise with external contractors for service centre equipment and vehicle maintenance, repairs and callouts.
• Ensure all job sheets and any other admin documents are returned to HQ correctly and within a timely manner.
• Ensure the service centre is run to comply with internal and external audits.
• Carry out vehicle inspections and ensure vehicles cleaned, serviced and maintained inline with company policy.
• Ensure good housekeeping practices maintained in service centre at all times.
• Cover any additional responsibilities in the service centre manager's absence, and report directly to the Head of Service Centre Operations during these times.
• Carry out induction and inhouse training of new and existing staff in conjunction with the training manager, ensuring all training is signed off and paperwork filed.
• Organise and hold team meetings
• Attend national Service meetings when required.
• Attend contract review meetings when required.
• Ensure confidentiality on all matters relating to employees, service users/clients details and information obtained during the course of employment.
• Any other duties as and when r