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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Centre Manager - **Company:** Livity Life - **Location:** Writtle, UK - **Contract:** Permanent contract - **Skills:** Audit Trail, Computer Literacy, Microsoft Office, Data Logging - **Published:** July 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=c17a838dc62713d9 ## About the Role Healthcare sector experience is preferable Proven experience of working within a senior management / leadership role Knowledge of Assistive Technology preferred Experience of managing a caseload with ability to prioritise and organise work effectively Good interpersonal skills, including demonstrable knowledge and practice of customer care including conflict management Experience of working with a range of partner organisations Understanding of audit processes advantageous Understanding of clinical governance and outcome measures advantageous Excellent communication skills are required to interact with internal staff, prescribers and Service Users Computer literate with good working knowledge of Microsoft office Excellent organisational skills with a good eye for detail Administration and customer service skills are required ## Description Responsible for the Management of the Operational Performance, Contract Delivery and P&L for the Service Centre. To support, lead and manage all staff within the service centre. To respond effectively to the requirements of the Commissioners and ensure that at all times, business conducted within the organisation is of the highest ethical and professional standards. To drive efficiencies across the service centre in term of sales, costs and contract delivery. Main Duties and Responsibilities Health and Safety - Embed a safety led culture, ensuring that safety of colleagues and service users is the key priority for the Service Centre. Ensure that safety incidents and near misses are always reported and resolved with agreed timelines. Set up the Health and Safety working group. Leading the team - coach, motivate and monitoring both the performance of the individual and team through ensuring regular 1-1, team meeting, training and development opportunities and succession planning. Setting clear performance targets for all departments and addressing individual development needs. Managing the team resourcing - Undertake all aspects of the recruitment and selection of colleagues working in conjunction with the HR Department. Regularly reviewing and planning the correct resourcing levels to deliver daily KPIs, ensuring all department, Company procedures and policies are followed at all times. Conducting performance reviews and appraisals, monitoring and managing colleague performance Key performance indicators Manage the key performance indicators (KPIs) in line with contract requirements. Implement corrective action plans to address any required improvements to service where KPIs are falling short of target. Management of KPIs to targets shall be reviewed within assessment and should be viewed as the minimum requirement only. Workforce monitoring Conduct site visits on an ad hoc basis to ensure the quality of delivery and customer service is to standard and to provide feedback and coaching as appropriate. Monitor both IB and OB calls to ensure call handling standards maintained. Complete periodic quality checks on all aspects of work. Stock Control - Responsible for ensuring stock is correctly issued, received and maintained. Responsible for stock checks, adjustments and any variances. Guarantee all relevant Supplier Serial Numbers are entered onto the relevant systems to enable tracking of individual items. Ensure stock is scanned to the correct status at all times for audit purposes. Decontamination - Responsible for ensuring decontamination is done in line with MHRA guidelines. Ensure that items are correctly quarantined, cleaned and re-packaged. Ensure paperwork is correctly documented, logged and filed creating a clear audit trail. Responsible for organising the transportation of any Items being cleaned at other sites and the safe return. Daily Van Runs - Responsible for scheduling all van routes for technicians/ engineers and communicating with them accordingly. Ensuring efficient optimisation of routes to reduce travel time and excess mileage. Use of Telematics to support productivity and efficiency gains. Management of Orders - Run daily reports ensuring that there are no outstanding open orders. Ensure that all jobs are closed down correctly from the previous day and all orders are appropriately reason coded. Review and prioritise any open orders for action. Servicing - Book and Schedule all servicing jobs for the engineer. Ensure that these are carried out within time and in line with specific guidelines (PAT & LOLER) Repairs - Ensure that Repairs are correctly logged, carried out and reviewed to ensure timely restoration of service. Ensure the local authority is made aware if a service user is to be without service for a period of time. Customer Service - Responsible for daily communication with Customer Service Team. Oversee the prioritisation and allocation of work prioritisation including the logging of service delivery problems and refer backs etc. Management of call performance to SLA with IB and OB call targets. Support Customer Service team as required. Administration - Ensure that all paperwork within the Service Centre is managed, filed and reviewed regularly. Vans - Responsible for the overall maintenance of all vans running out of the Service Centre. Ensure drivers are carrying out daily checks, logging these down and reporting any faults. Responsible for tracking mileage and the usage of diesel. Receipts must be logged and reported on. Deliveries/Collections - assisting Driver Technicians with deliveries/collections in service users' homes as required Wages - Responsible for logging and monitoring payroll for all staff within the service centre. Monitoring and management of overtime and reporting any issues to the Head of Operations Colleagues - Responsible for all Training, Sickness and Holiday records for all colleagues within the Service Centre. Stocktake - to plan and manage annual and interim stocktakes as required. The above information may not cover everything involved in the position but gives indicates the size and scope of the role and may be subject to change as the role develops. ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Resilient by Design: Building Robust Architectures in High-Stakes Financial Systems](https://www.wearedevelopers.com/videos/2106-resilient-by-design-building-robust-architectures-in-high-stakes-financial-systems) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [No Keys for the Robot: GitOps as the Control Plane for Autonomous Agents](https://www.wearedevelopers.com/videos/100095-no-keys-for-the-robot-gitops-as-the-control-plane-for-autonomous-agents) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk)