Service Centre Manager

Achievement of Business Goals

• Meeting prescribed service levels, KPI's or budgeted targets both internally and externally with customers


• To analyse internal procedures to identify opportunities for improvement or, reduce costs incurred for the company


• To positively manage all necessary change initiatives into the business


• Contribute to the sections strategic planning and set team objectives accordingly


• Driving collaboration, transparency and certainty of outcomes being achieved


Workflow Management

• Ensure that 7 day turn around is met 100% of the time within ESC for FMS customers


• Organise and plan work schedules against staffing levels to avoid an interruption to the smooth running of the business


• Ensure all internal SLA's are met or exceeded


• Act as a point of escalation for queries and complaints both internally and externally


• Be accountable for the support needed within the helpdesk functions


• Eliminate single points of dependency within the team


Leadership

• Conduct monthly 1:1 performance reviews


• Create and manage the strategic business objectives to appropriate team levels


• Develop, coach, mentor and reflect with team members to deliver operational needs


• Manage the recruitment process in line with the company's guidelines


• Succession planning


• Assist associates with their MOVE meetings when required


• Keep up to date records for staffing and processes


• Support and Develop the ESC Supervisors, & Team Leaders within their roles


Account Management

• To share, plan and deliver solutions that exceed customers expectations and enhance the organisational performance


• Establish, maintain, and develop strong working relationships with ESC's customers, when required, in conjunction with the Service Contract Manager


Administration

• Implement audits and controls across the team


• Responsible for monitoring the effectiveness of services and the achievement of service standards and performance targets


• Ensure the correct documentation is completed and always used


• Support and Develop the ESC supervisors with their administrational responsibilities


• Confirm hours worked and manage payroll activities


• Respond and answer Emails promptly
  
  Well organised and systematic approach to planning activities


• A Focus on Customer Service Excellence


• Continuous Improvement mindset


• Comprehensive knowledge of Microsoft Office suite


• Leadership and team management skills including delegation, decision making, coaching & development of people


• Data information handling and experience of analytical decision making


• Negotiation when problem solving


• Ability to build relationships and confidence in the MSA Bristol Brand


• Ability to work under pressure, prioritising the workload of the team to achieve communicated strategic objectives


• Strong communication skills at all levels.


• Strong coaching technique


• Ability to provide resolutions in a timely manner and offer strong problem solving skills


• Developing A Safety Focus Culture


Experience (preferred):

• Experience in a similar environment


• Change Management


• Problem Solving and Root Cause Analysis
  
  Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.


At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.


• Health insurance


• Life insurance


• 25 days of annual leave + Bank Holidays


• Referral bonus for referring candidates


• Pension scheme


Job Types: Full-time, Permanent

Benefits:

• Company pension


• Free parking


• Life insurance


• On-site parking


• Referral programme


Schedule:

• 8 hour shift


• Day shift


• Monday to Friday


Supplemental pay types:

• Yearly bonus