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 support the team at the service centre both in house staff and field based , ensuring all day to day duties are carried out guaranteeing that daily workloads are completed. Ensure all contracts are managed effectively and efficiently, ensuring quality and standards are met in expected budgets. You will be expected to ensure the team is fully trained on the areas required and that you lead by example by exceeding customers’ expectations. You will support the service centre supervisor and Head of Service Centre Operations by contributing and working with them to continuously improve the performance of the service centre.

Main Activities/Responsibilities:

• To team lead Service Centre employees both in house and field based and to allocate planned and unplanned work to all staff in the most efficient way making sure all operational commitments are fulfilled.
• Support the supervisor to monitor and control staff sickness and absence, liaising with HR for advice on appropriate actions.
• Authorise holidays correctly, ensuring that they do not impact on daily operations of the service centre.
• Support Service Centre Supervisor to carry out probationary reviews at one month, three months and 6 months ensuring meaningful guidance on improvements is given to help support a successful probation.
• Support Service Centre Supervisor with performance management of staff and the Company Disciplinary procedure with guidance from HR Business Partner and Line Manager, performing preliminary investigations and the production of associated reports.
• To control and manage overtime in line with Service budgets.
• To ensure adherence to policies outlined within the company Quality System and adhere to all other Company policies and procedures.
• Liaise and deal with customer related problems with guidance from management when needed.
• Support with the ordering and control of spares and rental assets.
• Organise and carry out inventory and rental asset stock take and ensure no parts or rental assets are taken out of the centre without the completion of the correct paperwork.
• Ensuring all parts replaced under warranty are returned to HQ in accordance with Company policy.
• Support with APR reviews, including skills Matrix assessments when instructed to by Service Centre Supervisor.
• Ensure timesheets are completed and any other Service reports.
• Ensure the completion of correct paperwork and reporting any concerns with their vans and equipment.
• Liaise with external contractors for service centre equipment and vehicle maintenance, repairs and call-outs.
• Ensure all job sheets physical/electronic and any other admin documents are returned to HQ correctly and within a timely manner.
• Ensure the service centre is run to comply with internal and external audits.
• Carry out vehicle inspections and ensure vehicles cleaned, serviced and maintained in-line with company policy.
• Ensure good housekeeping practices maintained in service centre at all times.
• Cover any additional responsibilities in the service centre supervisors absence, and report directly to the Head of Service Centre Operations during these times.
• Carry out induction and in-house training of new and existing staff in conjunction with the training manager, ensuring all training is signed off and paperwork filed.
• Organise and hold team meetings
• Attend national Service meetings when required.
• Attend contract review meetings when required.
• Ensure confidentiality on all matters relating to employees, service users/clients details and information obtained during the course of employment.
• 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.
• Cover for any roles both in house and field based at busy periods or at the supervisors discretion.
• Staff retention and progression
• Support supervisors/managers:
  • with stock management, ensuring a reduction in variances through monthly and annual stock takes.
  • through taking ownership of day to day duties
  • in reducing overtime through planning & scheduling staff appropriately and managing holiday and absences
  • in retaining and improving the level of service to customers, focusing on team customer satisfaction scores
  • to grow and improve service centres through ensuring there is no disruption to customers and profit on contracts is maintained and increased.
  • to increase engagement levels with staff and increases staff retention through robust recruitment and induction processes.
  • to improve people management through increased communication, knowing when to right wrongs and challenge behaviour, using this to improve staff efficiencies.

Competencies:

• Determined, enthusiastic, self-motivated team worker
• Planning and organisation
• Achievement orientated
• Ability to perform effectively and efficiently under pressure
• Contract management
• Ability to work independently and make decisions but know when to ask for support & guidance
• Able to make important decisions, to keep the Service Centre functioning successfully and without disruption to the business.
• Manages assigned workload and has the ability to adapt own and team’s workload to sudden changes in service requirements.
• 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.
• Full understanding of company’s Employee, Health and Safety, Environmental and Quality policy’s and objectives.
• Ability to adapt to customers needs and ensure priorities and met.
• Ability to work to deadlines and manage you time effectively.
• Excellent interpersonal and communication skills.
• Demonstrate willingness and enthusiasm at all times, to engage in training and personal development.
• The ability to work in a team based environment.
• Interact with all potential and actual customers to enhance the reputation and standing of the company.
• Ensure the Service Centre Supervisor is aware of your personal whereabouts at all times.

Education and Experience:

• Ability to work independently and part of a team
• A strong understanding & experience of service and maintaining beds, mattresses, hoists (mobile and ceiling) and bath lifts.
• Able to monitor quality of work performed by engineers, installer/collectors & Decontamination Operatives.
• Good IT skills.
• Flexibility and willingness to be involved in all aspects of the operation.
• Any work experience gained in a similar role.
• Ability to persuade, influence and negotiate effectively at all levels both in and outside the organisation
• Financial understanding of revenue, pricing and percentage margins
• 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
• Ability to show leadership to your team

Why Apply to Drive DeVilbiss

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), pension, Employee Assistance Programme, Bike2Work, free onsite parking, long service recognition, staff discount on our products and access to Perkbox (our benefits and rewards platform).

Equal Opportunities Statement:

Drive DeVilbiss is an equal opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. We ensure that to ensure that no candidate receives less favourable treatment on the grounds of race or colour, nationality, national or ethnic origin, sex, marital status, religion, age, sexual orientation or disability. Drive DeVilbiss complies with applicable legislation governing non-discrimination in employment in every location in which the company has facilities. Selection criteria and procedures are regularly reviewed to ensure that individuals are treated on the basis of their relevant merits and abilities.

All successful candidates will be required to prove their eligibility to work in the UK, as well as accurate reference details covering their recent employment history. Please note some roles are also subject to an Enhanced DBS check.