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About the role
Howz are recruiting a new Service Delivery Manager to lead the delivery of our customer service operations. The successful candidate will ideally have experience within the health or social care space and will be passionate about supporting elderly individuals to live independently at home.
Our ideal candidate will be an experienced service or operations manager who blends a hands-on approach with strong vision and process ideation. Our new team member will be a great communicator with attention to detail.
Responsibilities
* Management of the operations process and performance: prioritisation, planning and tracking.
* End user support: telephone support of Howz’s users. This includes older adults and people with dementia, as well as council technical and non-technical staff members.
* First line support for users: answering questions on how to use the technology within the home, troubleshooting issues, support with processes and platform training.
* Pastoral care of a customer service representative: training, appraisal and holiday management.
* Stock management: Reporting, purchasing, recycling, dispatch and maintenance.
* Customer delivery: Working collaboratively to maintain customer satisfaction, product delivery and engagement.
* Direct customer support: Enquiry management, feedback, and issue resolution.
* Compliance: Incident management, KPI reporting and escalation.
* Any other duty as reasonably requested by Senior Management.
* Delivery of service to meet client KPIs.
* Development of effective and efficient processes.
* Assembly of monitoring kits ready to dispatch to customers.
* Development of procedures for use of 3rd party services, eg CRM, Zendesk.
* Management of stock levels including forecasting and ordering of equipment.
Candidate requirements
* Strong organisational skills, ability to manage multiple priorities.
* Dynamic approach to work and able to shift priorities quickly.
* Technologically literate, able to provide first line support on devices including (but not limited to) Tablets, Medical Devices and IoT sensors.
* Able to produce compliance reports for Service Provision KPIs.
* Strong communication skills with the ability to communicate with customers who may suffer from cognitive impairments.
* Team player happy to adapt and support colleagues where needed.
* Problem solving.
* Awareness of health & social care available to support the community, particularly those with cognitive impairment.
* Keen attention to detail and able to quickly identify key pieces of information.
* Strong interpersonal skills, good at communicating clearly and patiently.
About Howz
Howz is a technology company that supports vulnerable people to live longer and healthier lives at home. Our technology utilises smart sensors and machine learning to enable better assessment and reassessment of care requirements, to promote reablement, address social care waiting lists, and reduce unnecessary care costs.
Howz provides real-time risk profiling and analytics, ensuring the right interventions happen at the right time. By delivering evidence-based assessments at home, Howz minimises the need for extensive care packages while making home the best option for patients and care providers.
Our hiring process
Step 1: Initial phone call with the hiring manager. This tends to last around 30 minutes.
Step 2: First stage interview. You’ll have a video interview with two team members, lasting around 45 mins to 1 hour.
Step 3: Final stage interview - an hour long approach and objectives discussion with our MD, lasting an hour.
Deadline: 13th March 2025
Restrictions: We cannot offer visa sponsorship and the role is UK based.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Wellness and Fitness Services
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