Service Manager

Company Description

Come join us and make a difference in the world!
Discover more at www.necsws.com

Job Description

Role is Hybrid

• Lead and manage a team of approximately 20 assessors, ensuring services are delivered in line with contractual requirements, operational procedures and quality standards.
• Set, monitor and manage individual and team performance targets, using performance data to drive productivity, quality and service outcomes.
• Maintain contractual quality standards, ensuring the team consistently achieves agreed accuracy and service level targets.
• Manage all aspects of employee performance, including objective setting, regular one-to-ones, coaching, absence management, disciplinary procedures and recognition of achievement.
• Identify training and development needs within the team and ensure appropriate learning, coaching and support is provided.
• Create a positive and engaging working environment, motivating and supporting team members to achieve individual and business objectives.
• Manage day-to-day operational activities, ensuring workloads are effectively planned, prioritised and completed within agreed timescales.
• Support workforce planning and resource allocation, ensuring adequate staffing levels are maintained to meet customer and business requirements.
• Maintain a strong understanding of relevant legislation, policy and operational procedures, providing guidance and support to team members where required.
• Undertake quality assurance activities, including reviewing work, identifying trends and implementing corrective actions to improve performance.
• Develop and maintain a detailed understanding of contract requirements, performance measures and customer expectations.
• Build effective working relationships with internal stakeholders, escalating issues, risks and resource challenges to the Operations Manager as appropriate.
• Support the achievement of contractual performance and financial targets through effective management of resources and operational efficiency.
• Manage relationships with customers and stakeholders on day-to-day operational matters, ensuring issues are resolved promptly and professionally.
• Contribute to continuous improvement initiatives, identifying opportunities to improve processes, efficiency, quality and customer experience.
• Ensure compliance with company policies, procedures and regulatory requirements, promoting best practice across the team.
• Maintain excellent attendance and punctuality, leading by example and managing attendance within the team in accordance with company policy.
• Deliver team briefings, coaching sessions and operational updates, ensuring staff remain informed, engaged and capable of performing their roles effectively.
• Act as a positive role model and ambassador for the organisation, demonstrating company values and supporting wider business initiatives.
• Provide operational information, reports and updates to the Operations Manager, highlighting performance, risks, issues and improvement opportunities.
• Support business continuity arrangements and operational resilience, ensuring service delivery can be maintained during periods of change or absence.
• Deputise for the Operations Manager on operational matters when required, within agreed authority levels.
• Be willing to travel occasionally to customer or company sites where business requirements dictate.