Service Centre Manager (Ref: CRH091)

Job title:  Service Centre Manager x 2

Department: Operations, Service Centre

Reporting to:  Operational Governance Manager

Location: Home Based

Contract type: Permanent

Hours of work: 40 hrs per week - 4 week shift pattern (will consist of night shifts - 19.30-07.00 and day shifts - 08.30-19.30)

Salary: £52,000.00 per annum (+ £5,000 per annum shift allowance)

The Service Centre Manager oversees a team of Coordinators who are the first point of contact (FPOC) for inbound communication, complaints and High Profile Notifications (HPNs) into Clearsprings Ready Homes. 

The postholder plans rotas to ensure that there is 24/7 coverage of the service to deal with complaints, incident reporting processes and the admissions and discharge for Service Users.

The Service Centre Manager contributes to the team achieving a high standard of service delivery and customer satisfaction through the effective leading, coaching and motivating of team members to deliver operational Key Performance Indicators (KPI’s).



This role is home-based and operates across a four week shift pattern, providing 24/7 cover for the Service Centre.  The postholder is required to have CTC clearance.

Procedures

Service Centre:

• Support team to manage inbound communication, in the form of the ticket system, phone calls and emails for Clearsprings Ready Homes, taking appropriate action to resolve issues and queries from our customers.
• Ensure that all daily transport demand is scheduled in advance and in collaboration with the Operational team staffing requirements.
• Deliver 100% of the transport requirement; collecting and moving Service Users in accordance with the schedule, including late notice and short notice demand that will require flexible resources within contractual arrangements.
• Be the point of contact for staff queries regarding the transport department.
• Ensure that all requests for information, assistance and complaints into the Service Centre.
• Maintain responsibility for Operational contractual compliance and KPI’s, as detailed within the contract.
• Provide accurate service delivery reports and information where required, with appropriate data analysis around performance.
• Oversee the use of all systems being utilised within the Service Centre, both CRH internal system and the Home Office portal.
• Ensure that the team have effective record-keeping and are able to provide accurate, real-time data.

Complaints and Reporting:

• Manage the Complaints and Reporting Coordinators and ensure that there is an effective system for recording and resolving Home Office complaints, Service User complaints and other requests for information.
• Report all High-Profile Notifications, within the required timeframe, ensuring that there is an effective recording and triage system in place.
• Report all incidents to the Home Office within the required timeframe, ensuring that there is an effective process in place to record.
• Ensure effective signposting and escalation of issues around incidents and safeguarding.

Out of Hours:

• Ensure maximisation of IA rooms/ properties for new arrivals out of hours.  
• Report High Profile Notifications in a timely manner, ensuring that an effective triage and escalation process is in place, seeking final approval from the on-call Strategic Operations Lead.
• Ensure that comprehensive records are maintained around the triage of High-Profile Notifications.
• Ensure that an effective handover process is in place.

Connect and Collaborate

• Delegate work fairly and efficiently amongst the team and peers.
• Support and develop new and existing staff to maintain and continuously improve required standards of operation.
• Build effective relationships with customers and service providers.

Responsive

• Manage the Service Centre team, including the oversight of the rota and ensuring that there is appropriate cover for annual leave and sick leave.
• Ensure team provide timely responses to our customers.
• Keep up to date with all written and verbal communications and disseminate to team as required.
• Ensure that all records are maintained and kept up to date, according to company policies and procedures and contractual obligations.
• Arrange and attend team meetings.
• Conduct monthly one-to-ones for your team and ensure that training, performance, and personal development is managed.

Talented

• Effectively lead a team.
• Actively participate in problem solving initiatives.
• Coach and develop members to achieve and succeed their objectives.
• Ensure your team attends the required training and development activities.
• Act as a mentor and role model for staff.
• Work toward personal and departmental objectives.
• Learn, understand, and operate within contractual guidelines and service requirements.
• Undertake all core learning and development programmes as required.
• Undertake relevant learning according to agreed Personal Development Plan.

Trusted

• All employees are responsible for ensuring any personal data which Clearsprings Group holds and for which they are responsible, is kept securely and is not under any conditions disclosed to any third party unless that third party has been specifically authorised by Clearsprings Group to receive that information and has entered into a confidentiality agreement.
• Ensure that staff maintain up to date security clearances, in order to carry out their role and meet contractual obligations.

Agile and Diverse

• Any other duties within the scope of responsibility and ability, as required, inclusive of providing similar support to any other company projects or departments.
• Flexible approach to deal with short notice changes to requirements.

Professional

• Make recommendations in regard to service delivery, operations and out of hours continuous improvement.
• Demonstrate awareness and adherence to CRH Standard Operating Procedures and contract compliance.  

• 25 days annual leave plus national bank holidays
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Life Cover (2 x basic salary)
• 6-month probation period
• Employer pension contribution (4% employer, 4% employee)
• Laptop/Phone/other equipment if required as part of job role
• Referral Scheme

Diversity Statement

Clearsprings Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Modern Slavery Statement

Clearsprings Groups conduct robust checks on any new employee including eligibility to work in the UK to safeguard against human trafficking or individuals being forced to work against their will.

Safeguarding Statement

Clearsprings Group is committed to Safeguarding and promoting the welfare of children, young people and adults at risk, and expect all employees to share this commitment.

All successful applicants will be required to undertake a satisfactory DBS check in line with their job role.

*Successful applicants will require Counter Terrorism Clearance (CTC)*

This role is not open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer withdrawn.

We reserve the right to close the advert early if there is a higher level of interest that expected.