Service Team Lead

2 weeks ago

Warrington, United Kingdom Citron Hygiene Full time

**Role Profile**

Our Service Team Leaders support with the day-to-day management of our site and/or service area. They play an important role in ensuring we deliver a high-quality service and experience to our customers.

Reporting directly into to the Service Manager, the Service Team Leader supports on ensuring the site/service area achieves ‘on time’ service delivery, operational targets and KPI’s, as well as operational efficiencies.

People management and good health and safety practices is an essential part of this role, as well as driving a high-performance team.
- ____________________________________________

**Key Responsibilities**

**Operational Support**
- To ensure all operational and service delivery requirements for the site/area are fulfilled as per the issued work planner
- To support on all ‘in-flight’ work activity and any re-routing requirements outside of the work planer
- To complete the booking off process where required, debriefs with technicians and accurate reporting of services carried out for each customer
- Use judgment to identify, troubleshoot and resolve day
- to-day technical and operational problems
- To ensure all services and operational tasks are completed consistently and in line with company process and procedure
- To work in collaboration with the company Fleet Administrator and ensure all vehicle related processes are completed for your site/area
- Manage all warehouse stock to the agreed levels to ensure working stock is always available to carry out servicing

**Customer Service & Quality Assurance**
- To visit customer sites and complete our field quality assurance process and checks to drive high performance and increase customer satisfaction
- To deliver excellent customer service through the consistent management of our service offering including installs, repairs and removals
- To help address any customer queries or issues and ensure any operational actions are completed within the agreed SLA

**People Management**
- To manage and support on people related activity for the site or area including employee relations, recruitment, performance, team development and engagement
- Drive high performance through effective check in meetings, performance reviews and development planning
- To ensure all Hygiene Technicians are trained to high standards and have the relevant product knowledge to deliver a great service to our customers

**Health & Safety**
- To ensure all tasks and processes are completed on the appropriate H&S platform or system
- To ensure all team members are managing hazardous waste safely (including all relevant documentation/administration) and any other high-risk activity completed within Operation
- To ensure all site Health & Safety standards, processes and safe systems of work are maintained by all team members
- To ensure Hygiene Technicians complete daily vehicle inspections, maintain safe loads, drive vehicles safely and keep within all prevailing road traffic and transport legislation
- ____________________________________________

**Knowledge and Experience**
- Essential_
- People management experience
- Experience in leading an operational/service delivery team
- Operational and/or logístical background working with KPI’s and targets
- Experience in using different systems and Microsoft software packages
- Desirable_
- Experience in quality management processes
- Experience in working with a varied range of internal and external stakeholders
- Knowledge of the washroom or consumable industry markets
- ____________________________________________

**Skills Required**:

- Self-motivation and confidence
- Excellent communication skills - both written and verbal
- Excellent time management, reporting and analysis skills
- Ability to meet robust operational targets that focus on quality assurance
- Ability to work independently, as well as part of a team
- Good organisational skills with a detailed and structured approach to work
- Full Clean UK Driving Licence

**Citron Hygiene has a wide range of customers across several different sectors including CQC (Care Quality Commissioned) registered service providers, including but not limited to care homes and nursing homes. Sadly, COVID-19 has taken many thousands of lives among older people, those with underlying health conditions and those who need the level of care provided in care homes.**

**The Scientific Advisory Group for Emergencies (SAGE) Social Care Working Group has highlighted that people living in care homes have been particularly impacted by the COVID-19 pandemic, due to a combination of a heightened risk of severe outcomes following COVID-19 infection and the risk of outbreaks in closed settings. Under The Health and Social Care Act 2008 (Regulated Activities) (Amendment) (Coronavirus) Regulations 2021, any person entering the premises of a CQC (Care Quality Commissioned) registered service provider will need to be vaccinated unless they are exempt under the regulation

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