Service Manager - Brighton, United Kingdom - Clearline Recruitmentment Ltd

Clearline Recruitmentment Ltd

Verified Company

Brighton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Service Manager

Location:
Brighton

Salary:
£35,000 + £3,500 bonus

Full Time:37.5 hours a week, core hours between 08:00am - 20:00pm - Hybrid

Responsibilities and Requirements

Support the recruitment process by reviewing CV's and conducting interviews
Ensure all recruitment requisitions are raised accurately and in a timely manner
Complete attendance analysis to identify trends and patterns across Claims and Assistance teams
Implement engagement initiatives with a focus on wellness
Coordinate all team incentives in line with company travel procedures and approval processes
Proactively handles escalated calls from Team Leader to ensure complaints are resolved at the informal stage, logged appropriately, trends analysed and used as an opportunity for future improvements
Contributes to effective written and verbal communication to all levels of seniority within the business, as well as external stakeholders, including clients, supplier/providers, global centres & OSPs as defined in the Communication Strategy
Escalates issues, risks, ideas/suggestions to senior management as needed to ensure business effectiveness and processes continue to be fit for purpose
Review and update processes maps to ensure department works efficiently within regulatory guidelines
Ensure departmental policy and procedures are adhered to through regular monitoring (record keeping and end user policy, user re certification)
Ensure Business Continuity Planning and review is undertaken on a regular basis and report any facility issues
Daily 'inspirational' management and motivation of employees to consistently meet contracted SLAs, deliver TCF initiatives and Astonishing Customer Service and identify training needs where needed
Help create a 'customer driven' culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership, and become empowered to contribute to meeting business goals
Conduct monthly reviews and 6monthly appraisals with direct reports to review performance and progress in line with the T and C Scheme and Capability Process
Providing weekly/monthly team performance reports, including case management errors and leakage
Support Manager with the implementation and delivery of process improvement and new departmental initiatives where required
Liaise with the Training department to organise relevant training sessions and provide product, system and customer service training to staff where required
Effective and confident problemsolving skills required to make decisions in absence of Senior Manager
Participates in selfdevelopment, through training, mentoring, content specific training, as well as feedback to linemanager on progress
Carry out your accountabilities and objectives within the framework of our TCF policy and ensure decisions made are the customer central to the decision process

**For more information, please contact Jamie Watson at Clearline Recruitment.