Service Delivery Manager
Service Delivery Manager
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Job Description
Service Delivery Manager
Coatbridge
PartTime role working a 20hrs a week. Days to be discussed and confirmed.
Paying a prorated salary of 27500 per annum plus car allowance and great company benefits.
Mears have continuedinvestment in the North Lanarkshire communityfor the longterm. We have a commitment to deliver excellent services to residents whilst bringing community and training benefits to the North Lanarkshire community in a sustainable way.
Our ambition is to be recognised as the most trusted large private provider working with the public sector by 2025. Our approach prioritises where we can have the greatest impact and supports a culture that fully integrates sustainability and purpose beyond profit. This is underlined by our strategy which through robust ethical and transparent practices is built upon.
About the role:
The successful Service Delivery Manager will be responsible for the successful delivery of the planning and customer service function. Taking overall responsibility for the daytoday management of customer service advisors planners monitoring service performance and customer satisfaction to meet the Key Performance Indicators.
Monitor and track service levels to ensure compliance with service delivery standards
Liaise with the Client to ensure customer satisfaction.
Lead motivate and manage the performance of the planning and customer service teams
Promote a culture of continuous improvement within the team
Work closely with housing officers property managers and external contractors to coordinate activities and resolve issues.
Engage with residents and tenants on complex matters to ensure their needs are met
Attend client meetings as required and provide reports and statistical data as required
Assist in the preparation and management of budgets related to the planning and customer service function
Ensure the effective use of resources to deliver costeffective services without compromising on quality
Ensure compliance with housing regulations safeguarding standards and internal policies.
Mears are a market leader in providing housing services to the affordable housing sector and a major presence in the housing with care market. Mears Groups vision is to make a positive difference to the people we serve by improving homes improving communities and improving lives.
Role Criteria:
Good standard of general education or equivalent including English and Maths
Management Qualification (Level 4 minimum) or equivalent.
Experience of team building
Proven experience of a planning scheduling or administrative management role within the social housing construction or facilities management sector.
Proven track record of managing scheduling / customer service operations.
Experience of complaint handling and resolution.
Strong IT skills
Strong organisational and timemanagement skills.
Excellent communication and interpersonal abilities.
Able to work independently and as part of a team
Ability to build and maintain strong relationships.
Ability to work under pressure and handle conflicting priorities.
Full current driving licence
Mears Benefits:
Staff perks with Mears Rewards discounts of up to 10% on coffee weekly groceries holidays the list is endless
Excellent training and development opportunities
25 days holiday entitlement along with bank holidays.
Access to employee support and wellbeing services
Mears offer a company pension life insurance and share scheme
Annual Mears Fun Day Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
Volunteering Leave Mears supports employees to undertake volunteering in the community in support of our social value commitment
Apply below or to discuss your application further; contact:
Vickie Rudge ()If you need any help with your application process we are here to support you. We will be accessible every step of the way.
At Mears Group we are committed to fostering a diverse and inclusive environment where everyone can thrive we are a Disability Confident employer valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this we hold an Endorser Award for the Career Transition Partnership recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
Required Experience:
Manager
Employment Type
Full-Time
