Service Centre Manager

**Date**:17 Dec 2024

**Location**: Sydney, New South Wales, AU, 2000

**Company**:Healius

**Job reference**: #13260

**Brand**:Lumus Imaging

**Location**: Sydney

**Work type**: Full Time (Permanent)

Lumus is a privately held company providing world-class diagnostic services to consumers and doctors across Australia. Lumus is supported by a team of Radiologists operating through a national network of 150 imaging centres and hospitals.

We are embarking on a major strategic **transformation journey** to re-imagine healthcare and create customer-centric health services that leverage the latest technologies.

Lumus is looking to transform the company’s business capabilities using best-in-class clinical systems and digitisation to improve the diagnostics journey for patients, doctors, and ologists.

Lumus Imaging has an exciting opportunity for a full time permanent **Service Centre Manager**position

This role will be reporting to the Head of Technology Operations, the Service Centre Manager is responsible for overseeing the daily operations of the service desk and technical field services around Australia, ensuring the delivery of high-quality customer service and efficient service processes.

The role involves managing staff, optimizing workflows, and maintaining strong relationships with stakeholders to enhance overall service performance and satisfaction, resolving incident and supporting effective change across the Lumus organisation.

**Responsibilities**
- Operational Leadership: Manage the day-to-day operations of the service desk and technical field services teams, ensuring efficient workflow and timely service delivery.
- Team Management: Recruit, train, and supervise service centre staff, fostering a positive work environment and encouraging professional development.
- Customer Service Excellence: Implement and uphold high standards of customer service, addressing customer inquiries and resolving issues promptly and effectively across a 24/7 team.
- Process Optimization: Evaluate and improve service processes to enhance efficiency, reduce turnaround times, automation and improve service quality.
- Performance Monitoring: Track key performance indicators (KPIs) and service metrics, analyzing data to identify trends and areas for improvement.
- Budget Management: Prepare and manage the service center budget, ensuring cost-effective operations while meeting quality standards.
- Collaboration: Work closely with other departments (e.g., technical support, infrastructure, software) to ensure seamless service delivery and a unified customer experience.
- Inventory Management: Oversee the management of inventory and supplies needed for service operations, ensuring availability while minimizing excess.
- Reporting: Prepare regular reports on service center performance, customer feedback, and operational challenges for management review.

**Requirements**:

- Bachelor’s degree in Business Administration, Management, or a related field; relevant certifications are a plus.
- Proven experience in operational management or a similar role, with a strong customer service focus.
- Excellent leadership and team management skills, with the ability to motivate and develop staff.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Exceptional communication and interpersonal skills, capable of building relationships with customers and stakeholders.
- Proficiency in using service management software and tools, along with Microsoft Office Suite.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

**Benefits and Wellbeing**

As part of working for Lumus, you will have access to a range of benefits including:

- **Benefits platform** - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- **Fitness Passport**- Access top fitness centres & pools across Australia at a subsidised rate.
- **Corporate health insurance discounts**, banking benefits and novated leasing salary packaging.
- **Career growth and development opportunities** with access to a comprehensive library of online courses and learning paths via our e-learning platform.
- **Confidential health and well-being support**through our Employee Assistance Program, available to all employees and their family members.

**Our commitment to diversity and inclusion**

Lumus Imaging is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

**How To Apply