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