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Service Excellence
* Accountable for measuring, meeting, and reporting KPIs with client input.
* Use KPI outputs and service reviews to improve service delivery.
* Implement and maintain SOPs, seeking continuous improvement.
Engagement, Culture & Communication
* Create reports and MI for contracts.
* Ensure high-quality communication and reporting to clients, teams, and the business.
* Drive company culture within the team.
* Engage with the wider business (e.g., managers forum).
* Ensure an Engagement Ambassador is assigned.
* Proactively seek networking opportunities.
* Keep clients fully informed of relevant information.
Client Relationships
* Present contract updates regularly to clients.
* Align team with Signature and Client values.
* Act on client requests and track to closure.
Finance & Commercial Awareness
* Provide backup documentation for accurate invoicing.
* Deliver the contract within budget.
* Identify opportunities to increase profit.
* Approve payroll reports.
* Consult with line manager on financial performance.
* Understand contractual terms, including penalties and contract types.
People & Productivity
* Oversee team performance.
* Develop and implement development matrices.
* Ensure HR processes are followed.
* Analyze MI to improve performance.
* Maintain self-motivation.
Business Development
* Understand the tender process.
* Assist with operational tender responses.
* Develop the business organically.
QHSE & Wellbeing
* Manage safety documentation.
* Develop and deliver QHSE training.
* Review incidents and implement preventive actions.
* Review and recommend QHSE practices.
* Enforce QHSE procedures.
* Address inappropriate behaviour.
Strategy, Innovation & Project Management
* Set team objectives aligned with strategy.
* Identify innovation opportunities.
* Manage site projects and milestones.
* Support wider business projects.
* Foster continuous improvement and innovation.
* Analyze MI proactively.
* Understand and implement strategic roles.
Main Duties
* Drive customer service excellence across multiple sites.
* Support team management and payroll processing.
* Ensure effective site activities per SLA.
* Build relationships with clients and handle escalations.
* Coordinate with service lines and contractors.
* Lead site communications and wellbeing activities.
* Conduct site inductions and safety meetings.
* Manage projects and emergency procedures.
* Ensure standard operating procedures are followed.
* Produce statistical reports and manage requests via Maximo.
Qualifications
* Understanding of AV and IT systems.
* Proficiency in Word, Excel, Outlook.
* Knowledge of Health & Safety and Risk Assessment.
* Customer-focused approach.
* Strong communication skills.
* Team player with initiative.
* Effective in independent and team work.
Location
On-site – Derby, GBR
If interested, apply regardless of full qualification match. For adjustments in the application process, contact us at +44 20 7493 4933. For other inquiries, visit our Contact Us page.
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