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Citron is a people first organization. Our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene specializes in hygiene, sanitation, and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. We have created a fun, inclusive, collaborative, and team-oriented culture, and we are committed to fostering a great environment that provides opportunities for those who seek it out.
Role Profile
Our Service Managers are responsible for the day-to-day management of our site and/or service area. They play a key role in the growth and retention of our customer base by delivering a high-quality service and experience in an increasingly competitive market.
This role is responsible for 'on time' service delivery, increasing efficiencies, and achieving operational targets.
As a member of the service management team, people management and promoting health and safety best practices are essential, as is driving a high-performance culture across the respective area.
Key Responsibilities
Operational Planning
1. Work closely with the Operational Router to plan work demand to meet customer specifications while maximizing efficiencies and ensuring quality of service is maintained.
2. Ensure all operational and service delivery requirements for the site/area are fulfilled as per the issued work planner.
3. Oversee and manage 'in-flight' work activity and any re-routing requirements outside of the work planner.
4. Complete the booking off process where required, debrief with technicians, and accurately report services carried out for each customer.
5. Utilize defined metrics to provide valuable insight into potential service improvements and efficiencies.
6. Identify and solve operational problems while understanding the broader impact across the operation.
7. Collaborate with the company Fleet Administrator to ensure all vehicle-related processes are completed for your site/area.
Customer Service & Quality Assurance
1. Visit customer sites and complete our field quality assurance process and checks to drive high performance and increase customer satisfaction.
2. Deliver excellent customer service through the consistent management of our service offering including installs, repairs, and removals.
3. Work closely with our Customer Experience team to address customer queries or issues and ensure operational actions are completed within the agreed SLA.
4. Collaborate with local and national sales representatives to understand customer requirements and maintain high levels of customer satisfaction and retention.
People Management
1. Manage all people-related activity for the site or area including employee relations, recruitment, performance, team development, and engagement.
2. Drive high performance through effective check-in meetings, performance reviews, and development planning.
3. Ensure all Hygiene Technicians are trained to high standards and have the relevant product knowledge to deliver great service to our customers.
Health & Safety
1. Champion Health & Safety and promote best practices, ensuring all tasks and processes are completed on the relevant H&S platform or system.
2. Attend regular H&S meetings and monitor/report site and area activity.
3. Ensure the site or service is compliant with waste management processes, documentation, and relevant legislation.
4. Ensure all team members manage hazardous waste safely and complete high-risk activities within Operations.
5. Ensure all site Health & Safety standards and safe systems of work are maintained by all team members.
6. Ensure Hygiene Technicians complete daily vehicle inspections, maintain safe loads, drive vehicles safely, and comply with road traffic and transport legislation.
Project Support
1. Support the management and delivery of operational projects or new processes and procedures.
2. Complete all project actions or tasks on time and keep the project lead regularly updated.
3. Ensure any local initiatives are aligned with the wider Operational strategy.
Departmental/Organisational Impact
Internal: Ongoing contact with wider teams at all levels within Citron, especially operational teams including Technicians and Engineers, regional operational management, sales and sales support functions, finance, HSQE, HR, and senior leadership.
External: Customer contacts include business owners, suppliers, contractors, existing customers, and prospective customers where appropriate.
People Leadership
Direct Reports: 8 -14
Indirect Reports: 8+
Knowledge and Experience
Essential
1. 'In-field' people management experience - small to medium size teams.
2. Experience in leading an operational/service delivery function.
3. Operational and/or logistical background working with KPI's and targets.
4. Experience in working with a varied range of internal and external stakeholders.
5. Experience in quality management processes.
6. Experience in using different systems and Microsoft software packages.
7. Relevant Wamitab qualification or the ability to complete if required.
Desirable
1. Knowledge of the washroom or consumable industry markets.
Skills Required
1. Self-motivation and confidence.
2. Presentation skills - presenting updates to team members or management team.
3. Excellent communication skills - both written and verbal.
4. Excellent time management, reporting, and analysis skills.
5. Ability to analyze operational data to drive performance.
6. Ability to meet robust operational targets focused on quality assurance.
7. Ability to work independently, as well as part of a team.
8. Good organizational skills with a detailed and structured approach to work.
9. Ability to delegate responsibilities and successfully manage and develop teams.
10. Ability to appraise situations quickly and react accordingly, considering fluctuating workloads and deadlines.
11. Full Clean UK Driving Licence.
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.
Other details
* Job Family: Service Management
* Pay Type: Salary
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