This position is responsible for the relationship management and completion of our service operations as well as line management for certain staff. In addition, there is a responsibility for agreed commercial projects. The incumbent will work with our Operational teams as required and assume responsibility for all operational matters within a specific environment.
DUTIES AND KEY RESPONSIBILITIES
Contract Management
In regards to Service Management matters the role holder is responsible for:
* Managing the service relationship with specific sites
* To manage the resource plan for contracts to ensure all customer expectations are met
* Ensure adequately trained persons are available to meet customer demand
* Facilitate quotations for existing and new customers.
* Ensure all operators have adequate equipment to fulfil their roles
* Ensure adequate materials are available at all times to fulfill customer obligations
* Oversee vehicle and equipment health including weekly checks and any service/maintenance requirements.
* Running reports required to ensure contracts are operating to contractual compliance.
* Ensure that all operational employees and sub-contractors are treated and operate in an ethical and professional manner
People Management
In regards to people supervision matters the role holder is responsible for:
* Accountable for ensuring that all paperwork and associated items required to manage relevant sub-contractors are provided to the business
* Accountable for management of all performance metrics in relation to services.
* Managing relevant staff activities to include ensuring all contractual, vehicle and operational processes are being met.
* Ensuring and providing relevant staff training in both the company and customer processes and procedures as required in relation to operations.
* Ensuring all staff are aware of reporting procedures.
* Escalating to the GM any staff issues that may affect relevant service delivery.
Customer
In regards to the customer the role holder is responsible for:
* Identification of operational non-compliance from monitoring service and resolving as appropriate.
* Managing the service in line with the customer expectations.
* Answering customer escalations via email and phone, problem solving and communicate all issues with the business as required.
* Agree a process for growth with the customer
* Attending and providing regular performance reviews Inc. creating action plans for continuous improvement for customer
* Ensuring the contract operates to a pre-approved budget
Other
* To complete all reasonable requests made by the business to ensure contractual compliance for One Group Services.
* To lead specific projects as agreed with the business
* To continually demonstrate an attitude that leads and inspires drivers as well represents the One Group Services brand in a positive light.
Annual Salary in the region of £40-45k plus bonus scheme and company vehicle.