Stephen Bailey, Order Processing Manager, Trovex.

At the heart of Trovex operations is our order processing team, ensuring that projects flow smoothly from acceptance to delivery. Leading this area is Stephen Bailey, our Order Processing Manager, who plays a vital role in coordinating between departments, clients, and production to ensure healthcare projects are delivered on time and in full.

"I like to be proactive with communication, as does my team. We use Teams, email, and phone calls to stay on point – making sure our clients always know what’s happening."

From quote to delivery

Stephen’s role begins the moment a quotation is accepted. He explains:

“My role involves managing the process all the way through, from quotation acceptance, through project management and production, right up to delivery and aftersales.”

Working closely with CAD specialists, project managers, and the production team, Stephen ensures every order is transformed into a well-structured project. Whether it’s a full schedule of doorsets or a complex washroom package, his focus is on making the process seamless for clients.

Clear and proactive communication

Communication is the cornerstone of smooth order processing:

“I like to be proactive with communication, as does my team. We use Teams, email, and phone calls to stay on point – making sure our clients always know what’s happening.”

This proactive approach helps minimise delays and gives clients confidence that their projects are progressing efficiently.

Overcoming challenges in healthcare projects

Healthcare environments often bring unique challenges, particularly around lead times. Stephen highlights the pressure this can create:

“Short lead times are common. If there are delays on products or projects it can directly affect wards or facilities opening. Our role is to make sure that if schedules slip, we claw back time elsewhere to keep projects on track.”

Adapting to client needs

Flexibility is key in Stephen’s role, especially when projects demand high volumes in tight timeframes. He recalls one example:

“A large project came in where we couldn’t facilitate all the production quantities in one go. So, we broke the schedules into smaller, manageable sections. That meant we could meet the client’s immediate needs while keeping the overall project on track.”

Keeping projects on time and in full

Ultimately, Stephen’s mission is to deliver projects that meet client requirements without compromise. By managing workflows, adjusting production schedules, and maintaining open communication, he ensures that Trovex clients can rely on their projects being delivered to the highest standards, on time and in full.