Service Delivery Manager

The Role

To plan, organise and manage the daily work of the office and the collection drivers and associated system data input. To lead the Service team in a positive and proactive manner. To ensure all tasks are completed in line with the companies Health and Safety Policy and in a Profitable manner.

Responsibilities:

1. To ensure all work is carried out maintaining high levels of customer service.
2. To ensure high levels of Health and Safety are observed.
3. Ensure all jobs undertaken are done so ensuring profitability.
4. To support and assist all drivers in carrying out their duties to ensure they operate productively.
5. To ensure all data input is accurate and completed in a timely manner.
6. To ensure all office staff performance levels are managed.

General Responsibilities and Activities

1. Ensure the safety and welfare of all personnel within your area of responsibility.
2. To interpret and enforce as far as is reasonably practicable legislation relating to the road traffic acts.
3. To be responsible for the day to day activities of the Drivers.
4. Prioritising work schedules to maximise efficient work.
5. Ensure vehicle defecting procedures are adhered to in accordance with our operator's licence and audit requirements.
6. Under the auspices of the Service Manager ensure the following; Enforce standards of discipline and control, conduct annual driver appraisals, assist with induction of new drivers.
7. Control (optimisation) of overtime including checking start times and levels of inactivity on the tracker.
8. Ensure all customer enquiries are responded to quickly and positively.
9. Proactively look into missed collections and resolve any issues.
10. Respond to and log on Helpdesk any customer complaints, and resolve in a timely manner.
11. Conduct thorough route debrief for each route on a daily basis, ensuring every job is accounted for and driver records accurate and detailed information.
12. Ensure that all weighing vehicles are weighing accurately and that weights are recorded on AMCS.
13. To carry out investigation interviews and disciplinary hearings as required.
14. Carry out site surveys, in particular when accidents or near misses have occurred.
15. Ensure drivers carry out their pre and post shift vehicle checks.
16. Ensure all weighing vehicles are accurately recording customer weights, and any weighing defects are reported and investigated in a timely manner.
17. Sign off new contracts, ensuring they are profitable and fit within the existing collection schedule.
18. Carry out monthly management checks, by monitoring vehicle cameras and address any concerns.
19. To ensure that all extra waste collected is charged to the customer by viewing the vehicle cameras and cross checking AMCS.
20. Ensure the Depot Customer Hotlist is kept up to date and any service issues relating to these customers are communicated to them in a timely manner.

The Ideal Candidate

• Tenacious and resilient
• Flexible
• Diligent
• Team Player
• Leader
• Able to work on own initiative

Skills and Experience

• Good leadership skills
• Customer Service
• Extensive knowledge of the waste industry
• Competent in the use of Microsoft applications
• Knowledge of Tachograph legislation
• Driving Licence