Senior Wheelchair Operations Supervisor

Rosscare; Cambridgeshire and Peterborough; On-site; GBP 40,000 - 42,000; Full time

Job summary

Rosscare is seeking a Senior Wheelchair Operations Supervisor to lead the wheelchair services operation in Bedford. You will drive service performance, safety and customer service excellence while supporting service users throughout their journey.

Reporting to the GM / RD, you will manage the Wheelchair Operational Team, plan resources and monitor KPIs to ensure timely assessments, deliveries, and repairs in line with contractual requirements.

Qualifications

• Experience leading operational healthcare or community service teams.
• Experience meeting KPIs and service level targets.
• Ability to plan resources and manage workloads effectively.
• Excellent communication with customers and stakeholders.
• Commitment to customer service excellence and safety.
• Proficient use of operational IT systems.

Responsibilities

• Support the Multi Service Operations Manager in delivering wheelchair services to contract standards.
• Lead day-to-day wheelchair service operations and allocate resources to meet demand.
• Manage teams across wheelchair provision, repair, maintenance and logistics.
• Ensure safe, timely assessments, deliveries, repairs and refurbishments within timescales.
• Monitor performance against KPIs and escalate risks when needed.
• Oversee staffing, rosters and resource planning for service continuity.
• Conduct team briefings, performance reviews and inductions per procedures.
• Support recruitment, training and development within operational teams.

Skills

Leadership

People management

Organisational skills

Communication

Customer service

Problem solving

IT literacy

Full driving licence

Job description

Senior Wheelchair Operations Supervisor

Salary: £40,000 - £42,000 pa dependent on skills and experience

Hours 37.5 hours per week

Department: Operations

Location: Hammond Road, Bedford

Reports to: GM / RD

Direct Reports: Wheelchair Operational Team

Summary and Main Purpose

To support the Multi Service Operations Manager in the safe, effective and efficient delivery of Rosscare Wheelchair Services, ensuring operational, contractual and customer service objectives are achieved. To provide day-to-day leadership of operational teams, driving service performance, productivity, compliance and customer service excellence whilst supporting positive outcomes for service users.

Key Duties

• Support the Multi Service Operations Manager in the delivery of Wheelchair Services in line with contractual requirements, service specifications and agreed KPIs.
• Lead the day-to-day operation of Wheelchair Services, ensuring resources are effectively deployed to meet service demand.
• Manage and support operational teams involved in wheelchair provision, repair, maintenance, refurbishment, logistics and customer service activities.
• Ensure wheelchair assessments, deliveries, collections, repairs, maintenance and refurbishment activities are completed safely, efficiently and within contractual timescales.
• Monitor daily operational performance and service delivery targets, escalating risks and issues where appropriate.
• Support achievement of contractual KPIs through effective management of operational performance and resources.
• Manage day-to-day staffing levels, rota planning and resource allocation to ensure service continuity.
• Conduct team briefings, return-to-work meetings, probation reviews and performance discussions in line with Company procedures.
• Support recruitment, induction, training and development activities within operational teams.
• Promote a positive customer-focused culture and ensure a high standard of customer service is delivered at all times.
• Ensure service users receive timely and effective support throughout their journey within the Wheelchair Service.
• Work collaboratively with clinical, assessment and customer service teams to support effective service delivery.
• Ensure compliance with Company policies, procedures, contractual requirements and quality standards.
• Ensure Health & Safety requirements are adhered to and that accidents, incidents and near misses are reported and investigated appropriately.
• Support safeguarding responsibilities by ensuring concerns are escalated and managed in accordance with Company policies and procedures.
• Oversee stock control activities, stock accuracy and stock take processes relating to wheelchairs and associated equipment.
• Monitor operational workflow and vehicle utilisation to ensure services are delivered efficiently.
• Investigate service issues, complaints and operational incidents, implementing corrective actions where required.
• Produce operational reports and performance information as requested.
• Maintain effective working relationships with service users, carers, clinicians, prescribers, operational stakeholders and frontline customer contacts.
• Provide operational information and support for customer and commissioner meetings as required.
• Support the implementation of operational improvements and changes directed by the Multi Service Operations Manager.

Additional Information

DBS: Enhanced DBS check required and refreshed in line with company policy.

Personal Development / Training: Attend appraisal, training courses and operational meetings as required.

Equal Opportunities: Medequip is an Equal Opportunities Employer.

Information Governance: Adhere to GDPR and company information governance requirements.

Key Requirements / Person Specification

• Experience of working within healthcare, community services, wheelchair services or a similar operational environment.
• Experience of supervising operational teams and managing day-to-day service delivery.
• Experience of managing performance, productivity and customer service standards.
• Experience of working within a KPI-driven environment.
• Experience of resource planning and workload management.
• Experience of supporting service users with varying clinical, mobility or support needs.

Skills and Special Aptitudes

• Strong leadership and people management skills.
• Ability to motivate, coach and develop teams.
• Excellent organisational and prioritisation skills.
• Ability to manage multiple operational demands effectively.
• Excellent communication and customer service skills.
• Ability to build positive working relationships with service users, carers, colleagues and operational stakeholders.
• Ability to analyse operational performance information and identify improvement opportunities.
• Understanding of Wheelchair Services and associated operational requirements.
• Understanding of customer-focused service delivery within a healthcare or community setting.
• Understanding of Health & Safety, compliance and quality requirements within an operational environment.
• IT literate and comfortable using operational systems and technology.
• Ability to work under pressure whilst maintaining attention to detail.
• Full driving licence.
• Flexibility.