This position plays a vital role in overseeing and supervising a team of coordinators to ensure the efficiency and effectiveness of field operations. The jobholder is responsible for reporting, coordinating, and supervising daily tasks, driving on-the-day installation efficiencies, and supervising a team supporting field engineers through strategic planning and innovative problem-solving.
Duties and Responsibilities:
General responsibilities:
* Oversee the daily operations of coordinators, ensuring tasks are completed efficiently and accurately.
* Manage the reporting process, providing detailed daily and weekly updates to the Operations Manager.
* Prepare and disseminate detailed and timely reports to the Operations Manager and other relevant parties. This includes reports pertaining to performance metrics and other required feedback.
* Maintain high field efficiency, reviewing target vs completed rate.
* Review Capacity vs Locked Forecast to ensure we have enough level of cover for the jobs that have been booked in. This would also include reviewing annual leave and arranging cover for absentees.
* Review Service Penalties and work orders not closed off correctly. This involves providing feedback and initiating disputes when necessary.
* Ensure all coordinators are well-versed in internal systems, including Microsoft Office and external client systems. This includes ensuring that all client procedural updates are communicated to the relevant stakeholders.
* Maintain a good knowledge of the installation process and engage in self-development on industry standards (e.g., Openreach CP08 document).
* Drive the Trustpilot review process and percentage to ensure engineers ask for Trustpilot reviews.
* Drive company processes, ensuring adherence to policies, procedures, and standards. This also involves processes communicated by clients.
* Develop and implement new ideas to improve internal processes and efficiencies.
Supervisory responsibilities:
* Supervise and provide guidance to coordinators, ensuring they support field engineers effectively.
* Address and resolve remediation required raised by engineers, finding solutions to installation challenges.
* Monitor and report on engineer progress, installation efficiencies, and any operational concerns. This involves reporting on engineers' daily performance.
* Analyse coordinators' performance data to identify trends and areas for improvement. This includes conducting performance reviews and provide constructive feedback to coordinators.
* Manage disciplinary actions and report on poor coordinator conduct to management and HR.
* Foster a positive and supportive work environment, promoting teamwork and high morale.
Qualifications and Experience:
* Previous experience in a coordination or supervisory role within field operations.
* Strong leadership and team management skills.
* Excellent organisational and time management abilities.
* Proficient in Microsoft Outlook and other relevant systems.
* Strong problem-solving and decision-making skills.
* Effective communication and interpersonal skills.
* Knowledge of health and safety regulations and procedures.
* Understanding of the installation process
* Commitment to ongoing self-development on industry standards.