Logistics Service Operations Manager

Full Vacancy Description

Our client is a leader in their sector within Customer Care. They require a Service Operations Manager for their busy site. As Service Operations Manager (SOM) the job holder is responsible for leading a service management function for a group of wheelchair users and managing all operational aspects. The role encompasses contract KPI delivery, strategic planning, business development, people, contract, and service centre management. The role is accountable for the operational profit and loss, with your key objectives surrounding the efficient and cohesive management of both the logistical and clinical services within the service centre. You will ensure that all service contracts are performing to the appropriate service level agreements in addition to the local service centre KPIs (daily activities and minimising waiting list times etc.).

Duties and Responsibilities

• To regularly review your service centre’s KPI’S and act upon any areas of concern or slippage; ensuring effective queue management.
• To utilise reports to ensure all contractual service level agreements and internal KPI’s are met.
• To build and manage strong relationships with the Wheelchair Service (WCS), service users, and suppliers, reporting any failings to the Materials controller.
•  To take ownership of customer and WCS complaints from point of contact to resolution and resolve them in a timely fashion.
•  To support the Managing Director and Operations Director in the delivery of the strategic change management programmes within the contract.
•  To support all governance and assurance activities as directed by management.
•  To evolve the service by investigating more innovative and effective ways to deliver the current service management and additionally, revenue earning prospects.
• To accurately prepare documentation and reports for presentation to both internal and external stakeholders.
•  To show commercial awareness when representing the Company at contract and operational meetings.