Job Title
- Service Manager
Work Level / Grade
- Work Level 2 Grade 10
Function
- 220 Service Management/ Supervision
Location -
Various Locations
Reports To -
Branch Manager
Key Relationships
- Branch Managers, other Service Managers, Branch Staff, Area Operations Manager, Operations Director, Customers, suppliers & other internal stakeholders and employees
Job Summary -
To manage the service team in such a way as to ensure the branch achieves colleague retention, deliver high quality service in line with its contractual obligations and deliver the branch revenue and profit.
Key Performance Indicators -
State of Service
Staff retention
Turnover
Training
Audit Results
Accident reporting
Principal Duties and Responsibilities
Managing Through Supervisors:
Review Supervisors against targets and plan
Encourage Supervisors to carry out targeted field days with clear aims and to use quality assurance checks to build up Technicians as well as identifying weaknesses
Vehicles:
Ensure that vehicles are controlled and maintained in-line with company policies
Ensure that drivers are controlled and maintained in-line with company policies
Arrange handovers of new service vehicles and check that any vehicle ordered has correct equipment on it.
Ensure through Supervisors that vehicles are clean, tidy and well maintained.
Check that they are driven courteously and safely
Liaison with Support Staff:
Maintain close links with office staff to ensure that queries or misunderstandings are rapidly dealt with.
Leads:
Leads are a vital part of our culture.
Help design competitions and prizes to ensure that all staff contribute.
Leads should be discussed at all team meetings and Supervisors should refer to them in their reviews
Branch Manager Meetings:
Meet on a regular basis with your Branch and Sales Manager.
Review state of service forecasts and jobs progress.
Forecast any major spending commitments and check when these are best planned in.
Cost control needs to be sensitive to the current sales position and this should be reviewed regularly
Provide your branch manager with a monthly plan.
Make recommendations for promotion.
Put forward ideas for improvements to the business.
Notify the Branch manager of any changes in the branch, which may significantly affect the Company's business
Claims and Litigation:
Notify the Branch manager immediately of any matters which may give rise to claims against the Company and litigation
Self Development:
Take action to improve your own competence in management by way of private study, membership of suitable organisations and attendance on courses
Recruitment and Training:
Carry out initial interviews for all new service staff.
Assist with the interview of sales staff where required.
Record reasons for rejection on every application form from people not invited to interview.
Ensure that all such rejection is non-discriminating in terms of sex or race.
Maintain records of recruitment for up to a year.
Involve Supervisors in the process in all cases
Monitor training resources and organise trainers courses as necessary and as appropriate
Review new starters (both service and sales) weekly, and check training programmes to ensure that a satisfactory standard is being attained
Run or arrange technical refresher training for both service and sales staff, especially advanced technician courses
Assist with the on going technical training of Consultants and arrange for them to participate in work not experienced during initial training
Organise field training days and oral exams to enable office staff to gain an understanding of the service aspects of Rentokil Pest Control
State of Service:
Achieve target SOS
Plan to cover sickness, holidays and staff changes.
Maintain an even state of service across the branch
Quality:
Ensure the branch meets its QA target
Manage infestations across the branch
Maintain oversight of all queries and complaints.
Ring customers immediately with progress reports or other information.
Issue correct uniforms to new starters and maintain records of requests for further items.
Supply uniform necessary to enable staff to maintain a professional image
Management review meetings with key customers
Job Work:
Maximise job turnover, ensure that jobs are being managed and released in the shortest possible time frame
Service Budget:
Maintain sufficient stock to enable work to be carried out without unnecessary delay.
Prevent hoarding of stock by Technicians or Supervisors and dispose of out of date stock rapidly.
Monitor resistance management programmes and arrange for regular pick up and safe disposal of waste
Ensure control of Pest Connect hardware across the branch
Overtime:
Monitor and control overtime to ensure that it is costed and only worked by prior agreements.
Be aware of the strains excessive overtime may place on people
Costing:
Support the Key Account team and Sales Consultants by surveying work and helping price the work when significant jobs are being quoted
Carry out supervisory checks of technicians and team leaders in support of the Supervisors
Set the standard by working to company policy when wearing PPE, working at height, confined space entry or other health and safety related issues.
You may need to work in some or all of these situations during the execution of your duties
Carry out job and contract work to support the branch in achieving budgeted arrears
Requirements
A minimum of 2 years satisfactory performance within a relevant role in an RI business or similar external experience**
Key Competencies:
Delivers Results
Acts Commercially
Manages Self
Coach and develop
Display Leadership
Work with Others
Skills:
Good IT skills
Clear and effective communication skills
Possession of a valid driving license
Personality:
Resilient
Self-confident
Maintains a positive attitude
Takes pride in their work
Helpful and adaptable
Displays a sense of humour
Personal Circumstances:
Full clean Irish/EU licence
Willingness to engage in ongoing development
Ability to work flexibly, including evenings, overnight and weekends to meet business needs
Benefits
As well as joining a FTSE100 company, we also offer you:
A competitive salary package
Company Vehicle & fuel card
Long Service Awards
Uniforms and Equipment
Progression Opportunities
4 weeks annual leave increasing to 5 weeks
Additional variable pay opportunity through the introduction of new business
On call allowance
Access to Company pension
Refer a Friend bonus
TrustPilot reward
Employee Assistance Programme
Cycle to Work Scheme
Life Assurance
If you would like the chance to work in this exciting role for an innovative company, please apply.
For more information on the Rentokil Initial family, please call us on or visit our website
Rentokil Initial is an equal opportunities employer and is committed to creating a diverse working environment.
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