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Duty Manager

Job information
Salary £19,000
Organisation Hoople Ltd is working on behalf of our Client as a Recruitment Agency.
Closing date 12 pm on 10 November 2017

Job details

Our Client has a fantastic opportunity for an experienced Duty Manager.  The Company will expect to see significant growth over the next 1-3 years, based in Abergavenny. It will include loan working and the shift patterns are:

7am until 16:00pm , 14:30pm until 23:00pm and 23:00pm until 8am. 

Job Role:

  • As part of Duty Manager team facilitate 24/7 coverage of collection booking line
  • To act as the point of contact for the collection service
  • To  take orders efficiently, accurately and professionally, recording jobs on booking system
  • Timely allocation of jobs to Collection Technicians (CT’s)
  • Effective utilisation of contracted CT’s
  • Answer incoming calls and emails.


  • To ensure prompt and effective collection process at all times including at handover times
  • To enter bookings into the electronic booking system as received from customers, utilising digital collection system wherever possible
  • To deal with customers in a professional and courteous manner
  • To  take collection requests efficiently, accurately and professionally, recording jobs on booking system
  • To ensure collectors are accurately briefed for jobs
  • Completion of an accurate handover report at the end of each shift
  • Ensure effective utilisation of contracted CT’
  • To ensure that the closest available CT is allocated to a job when applicable (may exclude contracted CT’s as needed
  • The ensure CT’s are confirmed for all jobs in a timely and professional manner
  • To convey all operational and other relevant information to colleagues promptly and clearly
  • To provide technical/procedural support and advice to CT’s as appropriate
  • To keep accurate records of the shift in a secure manner, ensuring confidentiality at all times
  • To process collection paperwork receipt in the electronic booking system outside of normal working hours and process CT wages in accordance with procedure
  • To assist in investigations as requested by Service Delivery Team Leader, UK Service Delivery Manager, Quality Manager or Managing Director
  • To organise and confirm random & pre-employment testing as per schedule allocating unallocated jobs as requested and needed to ensure schedule fulfilment
  • To ensure a high standard of personal and office practice and to work to current agreed procedures at all times in a safe manner
  • To participate in a regular Duty Manager review meetings
  • Undertake duties as needed during out of hours shifts to maintain the efficiency of the team as requested by the Service Delivery Team Leader, UK Service Delivery Manager or Managing Director
  • Ensure procedures are adhered to at all times
  • Identify your own training needs and undertake ongoing training as directed including shadowing a CT to gain collection knowledge.  Generally keep abreast of developments affecting your duties and responsibilities
  • To maintain absolute confidentiality with respect to all company activities
  • It is your duty to report any inducement in relation to the company, laboratory practice or test results
  • To undertake any other duties that fall within the spirit of the job description.


  • To observe safety regulations and attend mandatory fire, manual handling and other courses as required.
  • Report all incidents and adverse events to managers and assist in the investigations of any incidents.
  •  Participate in risk assessment monitoring.
  • To ensure that the equipment within area of work is maintained and operated as per standard operating procedures (“SOP’s”).

Hoople Ltd is working on behalf of our Client as a Recruitment Agency.      

For more information contact

Please email your CV to 

Hoople Ltd is working on behalf of our Client as a Recruitment Agency.