Job Objectives and Responsibilities
1. The management of the Customer Relationship and Performance across all sites under the contract.
2. The proactive ownership of the quality delivery and maintenance issues within the buildings, leveraging customer relationships as well as internal relationships within the mobile operations teams.
3. Visiting the buildings and engaging with clients to develop customer relationships across the contract.
4. Attending Client, Regional, and National Meetings to ensure the performance and quality of planned activity, reactive repairs, and small works is the very best, driving the excellence everyday culture.
5. Ensuring WIP, Finance, and Operational Reporting is completed weekly and monthly as per the plan.
6. Driving operational excellence and client relations.
7. Driving Contract P & L Growth with additional services where these can be delivered.
Main Duties
1. Manage through the management structure Health & Safety Compliance & Quality Assurance Management – Site Audits, Compliance Reviews, Investigations.
2. Leadership & Management – Demonstrate strong management capabilities at all times, excellent organisation, time management, procedure, and process management.
3. Meet and or exceed Budget Targets set within the Profit and Loss Account, utilising reports and effective and efficient team management.
4. Identify additional revenue opportunities in line with appropriate targets.
5. Ensure proactive management of WIP and drive to reduce this by ensuring high levels of First Time Fix and ensuring a strong partnership exists with the Engineering Planners.
6. Proactively manage the delivery of services from agreed Sub Contractors where your team cannot self-deliver and strive to reduce the use of Sub Contractors.
7. Develop strong relationships with all your customers ensuring escalations reach you first, develop trust, and maintain high levels of communication.
8. Support the Helpdesk coordinators in ensuring that the monthly PM plans are accurate and maximised for excellent utilisation of the engineers.
9. Be flexible and undertake other duties to accommodate operational requirements.
10. Manage large project works from sub-contractor selection, quote generation, and job completion.
11. Manage internal quote log and issue small-medium value quotations directly to the client.
Person Specification
1. Able to demonstrate experience in either the M&E / FM industries.
2. Demonstrable experience of Direct Management of client relations.
3. Experience in organising and managing teams.
4. Determined to own problems to solution.
5. Create and work within a strong team environment.
6. A good understanding of Customer Service Levels and Key Performance Indicators.
7. Commercially aware.
8. Ability to work on own initiative, to a high level of accuracy, and meet deadlines.
9. Good communication and IT skills.
10. Strong people management leadership and influencing skills.
11. Good decision maker.
12. Passion for customer service and experience of developing strong relationships with customers.
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