Service Delivery Manager

Smart Solutions; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Office Manager to lead a dynamic service team in Birmingham. This role involves planning, organizing, and managing daily operations while ensuring compliance with health and safety policies. The ideal candidate will possess strong leadership skills, extensive knowledge of the waste industry, and a commitment to exceptional customer service. Join a company that prioritizes employee wellbeing and offers a collaborative environment where your contributions will make a significant impact.

Qualifications

• Strong leadership skills and customer service experience are essential.
• Extensive knowledge of the waste industry is required.

Responsibilities

• Maintain high levels of customer service and ensure profitability.
• Support drivers and manage office staff performance levels.

Skills

Leadership Skills

Customer Service Experience

Knowledge of Waste Industry

Proficient in Microsoft Applications

Knowledge of Tachograph Legislation

Valid Driving Licence

Job description

The Role

To plan, organise, and manage the daily work of the office and the collection drivers, including associated system data input. To lead the Service team in a positive and proactive manner. To ensure all tasks are completed in line with the company's Health and Safety Policy and in a profitable manner.

Responsibilities:

• Maintain high levels of customer service in all work carried out.
• Observe high standards of Health and Safety.
• Ensure all jobs undertaken are profitable.
• Support and assist all drivers to operate productively.
• Ensure data input is accurate and timely.
• Manage office staff performance levels.

General Responsibilities and Activities

• Ensure the safety and welfare of all personnel within your area of responsibility.
• Interpret and enforce legislation related to the road traffic acts, as far as is reasonably practicable.
• Oversee the day-to-day activities of the Drivers.
• Prioritise work schedules to maximise efficiency.
• Ensure vehicle defecting procedures adhere to operator’s licence and audit requirements.
• Under the supervision of the Service Manager, enforce standards of discipline, conduct driver appraisals, and assist with driver inductions.
• Control overtime by monitoring start times and inactivity levels on trackers.
• Respond promptly to customer enquiries and resolve issues proactively.
• Investigate missed collections and address any issues.
• Log and resolve customer complaints via Helpdesk in a timely manner.
• Conduct thorough route debriefs daily, ensuring accurate driver records.
• Ensure weighing vehicles record weights accurately on AMCS.
• Conduct investigation interviews and disciplinary hearings as required.
• Carry out site surveys, especially after accidents or near misses.
• Ensure drivers perform pre- and post-shift vehicle checks.
• Report and investigate weighing defects promptly.
• Sign off on new contracts, ensuring profitability and schedule compatibility.
• Monitor vehicle cameras monthly and address concerns.
• Ensure extra waste is charged correctly by reviewing vehicle cameras and cross-checking with AMCS.
• Keep the Depot Customer Hotlist updated and communicate service issues promptly.
• Perform any other reasonable tasks as required.

The Ideal Candidate

• Tenacious and resilient
• Flexible
• Diligent
• Team player
• Leader
• Able to work on own initiative

Skills and Experience

• Strong leadership skills
• Customer service experience
• Extensive knowledge of the waste industry
• Proficient in Microsoft applications
• Knowledge of Tachograph legislation
• Valid driving licence

Company Info

• We prioritise the health, safety, and wellbeing of our employees.
• It is your responsibility to take reasonable care of your own and others’ health and safety and to cooperate with us on safety matters.
• You will represent the company professionally at all times.