Job Description

Job Advert Summary

A challenging opportunity for a dynamic, quality orientated Service Manager with proven leadership and people management skills exists. To manage the day-to-day planning, operation and problem-solving of a team of consultants to meet with the required service level components, standards and targets in order to ensure delivery of a consistently superior customer experience.

Minimum Requirements

Grade 12 Registered nursing qualification essential A qualification in either/both in Intensive Nursing Science, Operating Theatre Technique Management/Coaching course

Duties and Responsibilities

Effective communication of information from Management to team and vice-versa. Effective communication of information between departments. Effective communications of team's service levels and turn-around times to the team. To offer creative solutions in the day-to- day operations. Manage agreed service level, quality and targets. Managing and monitoring the floor and adherence to schedules. Training of staff on operational processes. Recommendations for product and process development/improvement based on customer feedback and analysis to management. Compiling reports on team's performance and customer feedback. Understand team's problems and weaknesses and address these. Making training requirements for team members. Plan and implement operational changes within the area of responsibility and update of processes, work instructions and other shared links. Provide provisional feedback to management on internal audits. Plan and implement operational changes within the area of responsibility to respond to important external influences Ensure business plan is implemented in a manner that supports operational and quality standards and meets defined departmental priorities Ensure implementation of plans in a way that maintains operational best practice and leads to continual delivery improvement Manage the operational performance of the team as per the policies to ensure delivery to agreed standards and objectives. Effective Staff planning in respect of leave requests, shifts, outbound calls etc. Intervene/defuse on poor ratings and client feedback and escalate issues to management if necessary Route system problems including hardware failures in order to ensure that the group can deliver optimum service. Maintain the telephone system in order to ensure the smooth flow of the operational environment. * Test operational systems on a regular basis in order to ensure the constant quality of service.