AddressThe Service Delivery Manager (Telecare Services) is an exciting new position and will be responsible for day-to-day management of the service team, be the main point of contact for the Council and drive continuous improvement and service growth throughout the region.
1.Purpose of Job
· To drive Medequip Connect’s business strategy and profitability through managing the Council Account. You will utilise your knowledge of the industry, clients and their peers, ensure adherence to agreed KPIs, and lead our expansion plans in the area.
· To have overall management of contract engagement driving performance and development.
· To manage the TEC Operations Teams and to ensure operational readiness to provide a professional support service, in alignment with TSA standards that enables people to live independently in their own home.
2.Key Duties
· Work strategically, focusing on short- and medium-term business objectives with Council and your Operations Manager.
· Be accountable for delivering incremental additional added value to our Clients and revenue and profitability in line with the Company’s specific Account plans.
· Focusing on growing and developing existing clients, identifying together with the overall team business opportunities and delivering them.
· Add value to our Clients by understanding the critical drivers and pressures under which they operate at each level including Contract Management, commissioning, and Directorate level in both social services and the NHS.
· Manage the effectiveness of the company office and operations and ensure there is adequate staffing level cover and facilitate emergency responding as necessary to meet service demands.
· Manage the small team of staff to ensure they work effectively, efficiently and with a focus on service/team outcomes in line with the Company objectives.
· Have responsibility for all sales in the region and take up an active presence championing Medequip Connect within the local communities.
· Promote our services to individuals and organisations, driving new sales across the region.
· Identify new sales and marketing opportunities within local communities.
· Work closely with the National Head of Business Development to execute a growth strategy for the region.
· Audit the Team, assessing the care and support needs of people at risk and who we provide last resort personal care & lifting tasks (with the use of specialised equipment).
· Work independently, and with your team, to deal with enquiries for referrals and installing alarm equipment at client’s premises and undertaking relevant administration duties.
· Seek new referral streams and promote the services to potential private and corporate clients.
· To be able to install TEC equipment for clients according to Company procedures and TSA standards and deadlines.
· To be able to attend appointments for maintenance, reviews and collections, in line with Company procedures and ensuring all relevant parties are notified, including Accounts and ERC.
· To assist the Operations Manager in ensuring that all staff timesheets are fully and correctly completed and submitted to Accounts in a timely manner.
· To provide information and coaching to individuals in the use of their TEC equipment.
· Manage and conduct the appraisal process and monitor competency. Ensuring staff individually and collectively have the skills and experience to deliver the service.
· Oversee routine administration is carried out by the Careline Responders and ensure client information on the Company database system is updated and secure.
· Ensure KPI’s and compliance with TSA regulations are maintained and fulfilled.
· Participate in projects, monitor progress and outcomes and submit the required reports within specific timescales.
· Liaise with all levels of stakeholders of the Company and positively promote the services it offers.
· Ensure that quality assurance processes and performance systems are in place and audit & accurately measure key performance indicators.
· To offer support and back-up to your team (both physically stepping in to help cover shifts and/or phone advise).
· Ensure team and individual competence and deal with any complaints that occur.
· Manage and conduct the staff induction process and training to the relevant standards.
· Ensure records of training and development undertaken and the outcome, are forwarded to HR to be kept on a central development file and on individual personnel files.
· Ensure staff receive management support, supervision and appraisal in line with Company policy.
· Attend Management meetings, sometimes in other areas, and subsequently update staff on outcomes of the meetings.
· Comply with all Company policy, guiding frameworks and legal requirements
· Develop & maintain knowledge and expertise, and demonstrate commitment to one’s own professional development.
· Maintain records of complaints and compliments in accordance with procedure.
· Undertake training to support your personal development
· Take responsibility for personal performance and attend development programmes to
support development as required to meet organisational objectives
· To raise any concerns regarding the appropriate running of the service with managers in accordance with procedures
The Person:
- Preferred experience in telecare or community equipment industry would be advantageous.
- Experience of managing a small team.
- Proven abilities to take initiative and be innovative
- Efficiency, accuracy and attention to detail
The Benefits:
- Continuous training , development & management support
- Pension scheme
- Healthcare scheme
- 29 days holidays including bank holidays
- Life assurance
- Cycle to work scheme
- Care First employee assistance programme including free counselling
- Discount arrangements
- Free uniform
- Opportunities for career progression
We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.
We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.
Job Types: Full-time, Permanent
Salary: From £40,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking
- Sick pay
Schedule:
- Monday to Friday
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
