* Own reporting and compliance driving a culture of continuous improvement
* Support and lead on the insights that enable the delivery of operational growth.
* Support & lead on customer service delivery insight and opportunities across Subscriber
* Support & Lead on Customer onboarding, journey, retention and debt
* Provide project & IT support to stakeholders across Subscriber
* Review and manage Install /Service Utilisation metrics driving for sustainable improvements
o Goal - Improve Service and Install Utilisation
+ 10% Utilisation improvement in Install
+ 10% Utilisation improvement in Service
o Goal – Increase Non RMR through install & service teams
+ Overdrive plan to deliver £x Revenue
* Drive Operational improvements for regional performance increases
o Look for innovative improvements that can be leveraged across both service and installation teams
o Work with north / south counterparts to ensure consistency and best practice sharing.
* Support and coach FLMs on performance management
o Improve 1-2-1 forms and methods.
o Improve Lean coaching Forms and methods.
o Coaching and mentoring FLMs to create structure and consistency to focus on all KPI’s.
o Assist FLMs with engineer PIP’s/ Capability plans. Look and help identify who needs improvements and how.
o Assist OM with FLM PIP’s/ Capability plans.
o Review Training requirements for FLMs and Engineers to improve customer experience.
* Drive EHS Performance
o Regularly review, update and support EHS initiatives
* Drive Career Ladder
o Support creation of Subscriber Career Ladder
o Manage and support Engineer Skills Matrix fostering strong career progression opportunities
o Support FLMs with development plans and succession plans
* Review, Test and implement new technology to support overall business goals
o Review of all platforms to support customer journey
o Hold monthly meetings with Tech manager to understand relevant updates and changes are communicated.
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