Cooler Expert
Reporting to: Branch Operations Manager
Hours of Work: 40 hours
Place of Work: Blantyre
Salary: From £24,960 to £25,798 with an increase from 1st April with the Real Living Wage, Plus bonus of up to £3,375 per year
Eden Springs is the leading company in drinking water solutions for both companies and households. We offer innovative water and coffee solutions to businesses and households providing high-quality products and services to improve the vitality of all, whilst respecting the environment.
We are developing a purpose-driven culture that will drive an enhanced associate experience. Our goal is to attract and retain highly-engaged associates who will live our purpose in their interactions with our customers, as well as in their communities.
Overall Purpose of Job:
1. To deliver exceptional customer service in the delivery of sanitisation and maintenance of water equipment whilst supporting associated delivery services.
2. To drive continuous improvement in customer NPS, whilst being fully engaged and supportive of Service Centre performance metrics.
3. To ensure all activity is completed in a timely manner and meets all prevailing operational standards.
Main Responsibilities & Tasks:
1. Embrace the Eden Springs Team culture by driving the behaviors and standards that reflect the Eden Springs Way.
2. Ensure 95% of scheduled sanitisation and technical service is completed on time, whilst supporting delivery of water and associated services where appropriate.
3. Ensure customer equipment is sanitised to contractual requirements in line with WHA guidelines and company standards.
4. Ensure all activity is appropriately recorded at the time of completion. Obtain customer signatures and authenticate completion of works with photographs in line with procedural guidance.
5. Understand service metrics and take appropriate corrective actions.
6. Contribute to a minimum of 40% NPS score each month and review/address any negative survey responses in a timely manner.
7. All operational activity should be conducted in line with company standards and management will perform daily, weekly audits whilst targeting 100% compliance.
8. Liaise with the Service Centre Management team and Central Planning team to ensure optimum route efficiency.
9. Ensure vehicle is stocked with the correct amount of product whilst following defined stock control measures including completion of accurate, timely load sheets and the reporting of damaged stock.
10. Ensure appropriate driving behaviors are consistently adhered to and vehicle standards are met and maintained. Vehicle to be cleaned as required with faults immediately escalated to Service Centre Management team.
11. Ensure that the branch environment is clean, safe and well organised at all times.
12. Participate in effective and productive Service Centre team meetings.
13. Ensure company uniform is well presented and professional.
14. Support service centre, sales, supply chain and production associates to address time critical issues and drive continuous improvement.
15. Assist with warehouse activities as required.
Profile:
1. Strong ability to follow fair and reasonable instruction.
2. Strong collaborator in team environment.
3. Good communicator on a one-to-one and group basis.
4. Sound working knowledge of company’s operating processes.
5. Good understanding of Service Centre customer base and associated geographies.
6. Excellent attention to detail.
7. Driven to deliver exceptional levels of service to customers and internal colleagues.
8. Ability to work to time pressures and prioritise activity, individually and for the team.
9. Ability to communicate with, and influence where required, all associates.
Requirements:
1. Report to Service Centre Management team after completion of working day.
2. Flexible working to ensure we maximise all identified strategic opportunities.
3. This role may require occasional travel and overnight stays.
Job Types: Full-time, Permanent
Pay: £24,960.00-£25,798.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Gym membership
* Health & wellbeing programme
* On-site parking
Schedule:
* Day shift
* Monday to Friday
Work Location: In person
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