Service Centre Manager

At Livity Life, we're leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.

Job Summary

Responsible for the Management of the Operational Performance, Contract Deliveryand P&Lfor theServiceCentre. 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,costsand 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 withagreed 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 clearperformance targets for all departments and addressing individual development needs.

Managing the team resourcing- Undertake all aspects of the recruitment andselectionofcolleaguesworking in conjunction with the HR Department.Regularly reviewing andplanning the correct resourcing levelstodeliverdaily KPIs, ensuring all department,Company procedures and policies arefollowed at all times.Conducting performance reviews and appraisals,monitoringand managingcolleagueperformance

Key performance indicatorsManage the key performance indicators(KPIs)inline with contractrequirements.Implementcorrectiveaction plans to address any requiredimprovements toservicewhere KPIs are falling short of target.Management of KPIs totargets shall be reviewed within assessment and should be viewed as theminimumrequirement only.

Workforce monitoringConduct site visits on an ad hoc basis to ensure the quality of delivery and customer service istostandard and to provide feedback and coaching as appropriate.Monitor both IB and OB calls toensurecall handling standardsmaintained.Complete periodic quality checks on all aspects of work.

Stock Control- Responsible for ensuring stock is correctly issued,receivedandmaintained. Responsible for stock checks,adjustmentsand any variances.GuaranteeallrelevantSupplier Serial Numbers are entered onto the relevant systems to enable tracking of individual items.Ensure stock isscanned to the correct status at all timesfor audit purposes.

Decontamination -Responsible for ensuring decontamination is done in line with MHRA guidelines.Ensure that items are correctly quarantined,cleanedand 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 routesfor technicians/ engineers and communicating with them accordingly.Ensuring efficient optimisation of routesto reduce travel time and excess mileage.Use of Telematicstosupport productivity and efficiency gains.

Managementof Orders-Run daily reports ensuring thatthere areno outstanding open orders.Ensurethat all jobs arecloseddowncorrectly from the previous dayand all ordersare appropriatelyreason coded. Review and prioritiseany 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, carriedoutand reviewedto ensuretimelyrestoration of service.Ensure the local authority is made aware if a service user is to be without servicefora period of time.

Customer Service-Responsible for daily communication withCustomer ServiceTeam.Overseetheprioritisation andallocation of work prioritisation including theloggingof servicedelivery problems and refer backs etc.Management of call performance to SLA with IB and OB call targets.Support Customer Service team asrequired.

Administration -Ensure that all paperwork within theService Centreis managed,filedand reviewed regularly.

Vans -Responsible for the overall maintenance of all vans running out of theService Centre.Ensure drivers arecarrying outdailychecks, 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 -assistingDriver Technicians with deliveries/collections in service users'homes asrequired

Wages- Responsible for logging and monitoringpayrollfor all staff within theservice centre. Monitoringand management ofovertime and reporting any issues to theHead of Operations

Colleagues-Responsible for all Training, Sickness and Holiday records for allcolleagues within the Service Centre.

Stocktake- toplan and manageannual and interim stocktakes as required.

The above information may not cover everything involved in the position but givesindicatesthe size and scope of the role and may be subject to change as the role develops.

What we are looking for

Healthcare sector experience is preferable

Proven experience of working withina senior management /leadership role

Knowledge ofAssistive Technologypreferred

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 processesadvantageous

Understanding ofclinical governance and outcome measuresadvantageous

Excellent communication skills arerequiredto interact with internal staff,prescribersand 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 arerequired

What can we offer you?

Up to 33 days holiday (including bank holidays) plus optional 5 unpaid days

Company Pension Scheme

Life Assurance

A rewards scheme - 200+ exclusive perks and discounts from leading retailers and leisure outlets

Our ambition at Livity Life is to become the provider of choice in a world where intelligent healthcare technology enables proactive, personalised, and preventative care for every individual of all ages and backgrounds to live safe, independent lives in their own homes.

We are on a mission to create and nurture better social care and health outcomes for all. By empowering our people to inspire and support others, living our values to be the provider and employer of choice

Our core company values 'LIFE' newly launched in 2026 will support us achieve this. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You'll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.

Lead by example in setting the standards which define our purpose.

Inspire and empower, collaboration, shared purpose and inclusion.

Fairness- we act ethically and with integrity in everything we do.

Entrepreneurial - innovate with purpose, with a mindset resilient to change.

This role involves working in a regulated activity and may be subject to a DBS disclosure and social media screening.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.

Company Overview

At Livity Life, we are redefining the future of healthcare through intelligent technology and human-centered innovation. Our vision is clear: a world where proactive, personalized, and preventative care empowers individuals of all ages and backgrounds to live safe, independent lives in the comfort of their own homes. Driven by our mission, we create cutting-edge digital tools and transformative services that challenge traditional norms and deliver exceptional care. We believe independence should be accessible to everyone, and technology is the key to making that possible. Our ambition is bold, to lead the digital health revolution by pioneering scalable, secure, and user-focused solutions that reshape how care is experienced and delivered. With a commitment to excellence and innovation, we are building a future where healthcare is not reactive, but proactive, and where every individual can thrive independently.