Service Centre Manager

Livity Life Ltd; Southwestern Ontario; On-site; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Up to 33 days holiday (including bank)

Company Pension Scheme

Life Assurance

Rewards scheme – 200+ perks

Job summary

Livity Life Ltd is seeking an experienced operations leader to manage the Service Centre’s performance, delivery and P&L. You will lead a multidisciplinary team, drive efficiency, and ensure ethical standards while responding to commissioners to deliver high-quality care.

This role oversees health and safety, resourcing, KPI management and customer service, with a focus on scheduling, stock control, decontamination, and fleet operations. DBS check and regulated activity awareness may apply.

Qualifications

• Experience in a senior management/leadership role within healthcare or TEC sectors.
• Ability to manage P&L and contract delivery.
• Strong interpersonal and communication skills.
• Experience with health and safety compliance.
• Familiarity with assistive technology is a plus.

Responsibilities

• Lead service centre operations to meet KPIs and SLAs.
• Coach and develop staff with performance reviews and succession planning.
• Oversee recruitment, resourcing and workforce planning.
• Manage orders, servicing, repairs, and customer service to maintain quality.
• Ensure stock control, decontamination, and transport/logistics are compliant.

Skills

Leadership

Staff management

Health & safety

Budgeting

Stakeholder management

Job description

Back to Careers

Job Role

At Livity Life, we’re leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.

Job Summary

Responsible for the Management of the Operational Performance, Contract Delivery and P&L for the Service Centre. To support, lead and manage all staff within the service centre. To respond effectively to the requirements of the Commissioners and ensure that at all times, business conducted within the organisation is of the highest ethical and professional standards. To drive efficiencies across the service centre in term of sales, costs and contract delivery.

Main Duties And Responsibilities

• Health and Safety – Embed a safety led culture, ensuring that safety of colleagues and service users is the key priority for the Service Centre. Ensure that safety incidents and near misses are always reported and resolved with agreed timelines. Set up the Health and Safety working group.
• Leading the team – coach, motivate and monitoring both the performance of the individual and team through ensuring regular 1-1, team meeting, training and development opportunities and succession planning. Setting clear performance targets for all departments and addressing individual development needs.
• Managing the team resourcing – Undertake all aspects of the recruitment and selection of colleagues working in conjunction with the HR Department. Regularly reviewing and planning the correct resourcing levels to deliver daily KPIs, ensuring all department, Company procedures and policies are followed at all times. Conducting performance reviews and appraisals, monitoring and managing colleague performance
• Key performance indicators – Manage the key performance indicators (KPIs) in line with contract requirements. Implement corrective action plans to address any required improvements to service where KPIs are falling short of target. Management of KPIs to targets shall be reviewed within assessment and should be viewed as the minimum requirement only.
• Workforce monitoring – Conduct site visits on an ad hoc basis to ensure the quality of delivery and customer service is to standard and to provide feedback and coaching as appropriate. Monitor both IB and OB calls to ensure call handling standards maintained. Complete periodic quality checks on all aspects of work.
• Stock Control – Responsible for ensuring stock is correctly issued, received and maintained. Responsible for stock checks, adjustments and any variances. Guarantee all relevant Supplier Serial Numbers are entered onto the relevant systems to enable tracking of individual items. Ensure stock is scanned to the correct status at all times for audit purposes.
• Decontamination – Responsible for ensuring decontamination is done in line with MHRA guidelines. Ensure that items are correctly quarantined, cleaned and re-packaged. Ensure paperwork is correctly documented, logged and filed creating a clear audit trail. Responsible for organising the transportation of any Items being cleaned at other sites and the safe return.
• Daily Van Runs – Responsible for scheduling all van routes for technicians/ engineers and communicating with them accordingly. Ensuring efficient optimisation of routes to reduce travel time and excess mileage. Use of Telematics to support productivity and efficiency gains.
• Management of Orders – Run daily reports ensuring that there are no outstanding open orders. Ensure that all jobs are closed down correctly from the previous day and all orders are appropriately reason coded. Review and prioritise any open orders for action.
• Servicing – Book and Schedule all servicing jobs for the engineer. Ensure that these are carried out within time and in line with specific guidelines (PAT & LOLER)
• Repairs – Ensure that Repairs are correctly logged, carried out and reviewed to ensure timely restoration of service. Ensure the local authority is made aware if a service user is to be without service for a period of time.
• Customer Service – Responsible for daily communication with Customer Service Team. Oversee the prioritisation and allocation of work prioritisation including the logging of service delivery problems and refer backs etc. Management of call performance to SLA with IB and OB call targets. Support Customer Service team as required.
• Administration – Ensure that all paperwork within the Service Centre is managed, filed and reviewed regularly.
• Vans – Responsible for the overall maintenance of all vans running out of the Service Centre. Ensure drivers are carrying out daily checks, logging these down and reporting any faults. Responsible for tracking mileage and the usage of diesel. Receipts must be logged and reported on.
• Deliveries/Collections – assisting Driver Technicians with deliveries/collections in service users’ homes as required
• Wages – Responsible for logging and monitoring payroll for all staff within the service centre. Monitoring and management of overtime and reporting any issues to the Head of Operations
• Colleagues – Responsible for all Training, Sickness and Holiday records for all colleagues within the Service Centre.
• Stocktake – to plan and manage annual and interim stocktakes as required.

The above information may not cover everything involved in the position but gives indicates the size and scope of the role and may be subject to change as the role develops.

What We Are Looking For

• Healthcare sector experience is preferable
• Proven experience of working within a senior management / leadership role
• Knowledge of Assistive Technology preferred
• Experience of managing a caseload with ability to prioritise and organise work effectively
• Good interpersonal skills, including demonstrable knowledge and practice of customer care including conflict management
• Experience of working with a range of partner organisations
• Understanding of audit processes advantageous
• Understanding of clinical governance and outcome measures advantageous
• Excellent communication skills are required to interact with internal staff, prescribers and Service Users
• Computer literate with good working knowledge of Microsoft office
• Excellent organisational skills with a good eye for detail

Administration And Customer Service Skills Are Required

What can we offer you?

• Up to 33 days holiday (including bank holidays) plus optional 5 unpaid days
• Company Pension Scheme
• Life Assurance
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

Our ambition at Livity Life is to become the provider of choice in a world where intelligent healthcare technology enables proactive, personalised, and preventative care for every individual of all ages and backgrounds to live safe, independent lives in their own homes.

We are on a mission to create and nurture better social care and health outcomes for all. By empowering our people to inspire and support others, living our values to be the provider and employer of choice

Our core company values ‘LIFE’ newly launched in 2026 will support us achieve this. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You’ll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.

Lead by example in setting the standards which define our purpose.

Inspire and empower, collaboration, shared purpose and inclusion.

Fairness- we act ethically and with integrity in everything we do.

Entrepreneurial – innovate with purpose, with a mindset resilient to change.

This role involves working in a regulated activity and may be subject to a DBS disclosure and social media screening.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.

Key Responsibilities

What You Bring

Experience Level: Mid-level Senior

Why Join Us?

Join our team in Essex TEC and make a difference!

At Livity Life, we’re leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.

Administration And Customer Service Skills Are Required

What can we offer you?

• Up to 33 days holiday (including bank holidays) plus optional 5 unpaid days
• Company Pension Scheme
• Life Assurance
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

Our ambition at Livity Life is to become the provider of choice in a world where intelligent healthcare technology enables proactive, personalised, and preventative care for every individual of all ages and backgrounds to live safe, independent lives in their own homes.

We are on a mission to create and nurture better social care and health outcomes for all. By empowering our people to inspire and support others, living our values to be the provider and employer of choice

Our core company values ‘LIFE’ newly launched in 2026 will support us achieve this. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You’ll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.

Lead by example in setting the standards which define our purpose.

Inspire and empower, collaboration, shared purpose and inclusion.

Fairness- we act ethically and with integrity in everything we do.

Entrepreneurial – innovate with purpose, with a mindset resilient to change.

This role involves working in a regulated activity and may be subject to a DBS disclosure and social media screening.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.

Experience Level: Mid-level Senior

Join our team in Essex TEC and make a difference!

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