Service Centre Administrator

2 weeks ago

London, United Kingdom Drive DeVilbiss Healthcare Ltd Full time

**Who is Drive DeVilbiss**

Drive DeVilbiss has become a leading manufacturer and supplier of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.
- **“Leading the World with Innovative Healthcare Solutions that Enhance Lives”**_

**Summary (Major Purpose of the Role)**:
At Drive Devilbiss Healthcare we put the customer at the heart of everything we do and we take personal responsibility for exceeding our customers’ expectations. Our four principles underpin everything we do and we will expect you to embody them in everything you do. The values are:

- Integrity - We lead with respect, loyalty and trust
- Intent - We hold ourselves accountable for our actions and when it is not working we fix it.
- Capability - We listen challenge and continuously improve
- Results - We will be measured by our results.

In your role we will expect you to provide exceptional customer service by ensuring you always perform your duties in a positive and professional manner. You will support the Service Centre Manager to ensure all administration tasks are carried out efficiently within expected time frames. You will also offer support to the Head of Service Centre Operations and National Service Manager. You will also be expected to embody our six customer experience principles ensuring they are at the forefront of your daily work. They are:

- Being easily accessible and ready to help
- Caring, listing and responding in a timely manner
- Honouring our commitments
- Being knowledgeable, honest and a trusted partner
- Admitting when we have made a mistake, apologising and fixing it
- Giving the level of service we would expect to receive ourselves.

**Main Activities/Responsibilities**:
This is not an exhaustive list of all duties but covers the core needs required to fulfil the role. Other tasks or project work may be asked of you by your manager or a senior employee depending on the needs of the business. The company reserve the right to modify this job role at any time.
- To allocate planned and unplanned work to Engineers in the most efficient way making sure all operational commitments are fulfilled.
- Encourage engineers to complete their workload and provide support to meet individual & department targets
- Support Service Centre Manager and Head of Service Centre operations with Stock Management, including stock takes, Stock reporting and Stock control.
- Order stock for Field Service Engineers in Scotland
- Ensure all parts replaced under warranty are returned to HQ in accordance with Company policy.
- Ensure all job sheets and any other admin documents are returned to HQ correctly and within a timely manner.
- Attend contract review meetings when required.
- Support with responsibilities and duties of the Service Centre manager in their absence and report directly to the Head of Service Centre Operations and national service manager during these times.
- Any other duties as and when required by management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals.

**Competencies**:

- Determined, enthusiastic, self-motivated team worker
- Planning and organisation
- Achievement orientated
- Ability to perform effectively and efficiently under pressure
- Ability to work independently and make decisions but know when to ask for support & guidance
- Willing to put forward suggestions to improve processes and customer experience
- Open to change and willing to adapt to business needs
- Maintain open lines of communications
- Appropriate and positive internal communication
- To emphasize excellence throughout the team
- Ensure appropriate communication showing empathy and the ability to communicate with vulnerable people.
- Ability to adapt to customers needs and ensure priorities and met.
- Ability to work to deadlines and manage you time effectively.

**Education and Experience**:

- Previous customer service experience necessary
- Ability to persuade, influence and negotiate effectively at all levels both in and outside the organisation
- Previous experience sales and account management preferred.
- Ability to work independently and part of a team
- Excellent communication skills both verbal and written
- Ability to build strong working relationships both in and outside the organisation
- Ability to adapt procedures to a new and more effective way of working
- Computer literate/keyboard skills
- Previous knowledge of ordering systems preferred
- Financial understanding and awareness
- Competitive Benefits including - company sick pay, 26 days annual leave rising to 28 (+ Book Your Birthday Off Work and the option to buy/sell/carry over annual leave)

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