Exciting Opportunity: Senior Technician in Wales, South West & South Coast ROLE PURPOSE To assist the Area Manager in improving performance, maintaining team efficiency by promoting best practises throughout to ensure all targets and expected standards set by the business are met and to continue to fulfil the Furniture Technician role and responsibilities on days assigned to these duties. To support the triage function in its daily role covering areas of the South West of England and Wales. PRIMARY RESPONSIBILITIES •Assist in any coaching programs within the team to ensure consistency in repair methods to ensure all technicians achieve the standards expected by our clients and customers. •Be proactive and not reactive – help to drive change – identify adverse trends in technician behaviour before they become a problem for the business, and bring to the attention of the Area Manager. •Assist the Area Managers with team briefings/data collation when asked to do so. •To be pro-active in managing the triage process on a daily basis •To accompany technicians in the field to promote best practises in relation to van stocks, tidiness and behavioural attitudes to aim for first visit fixes. •To work in the field repairing products in line with the Furniture Technician role as requested by the Area Manager. •Wherever possible look to aid any technicians requiring assistance to progress the visit with a view to reducing cancelled calls. •Assist when required with any client demonstrations and promote good relations between clients & Castelan •Assist the claims and solutions teams when they need help regarding specific claims or general repair advice. •To promote good health & safety practise within the team and carry out/assist with PAT testing •Evaluate aged repairs and suggest alternatives where possible to resolve the claim and improve customer wait times. •Ensure “Treating Customers Fairly” is embraced throughout the team by promoting the My Customer My Responsibility ethic and constantly look towards improving customer service and continuous improvement. •Visit customers in their homes or other specified places to repair upholstery, leather furniture cabinets and beds with the view to managing the job through to completion in line with Furniture Plus enhanced service levels. •To maintain a flexible approach, ensuring continuous improvement of the Network standards. •To carry out authorised repairs to upholstery, leather furniture, cabinets and beds within agreed time limits and standards. •To achieve a first time fix rate and efficient working practices to meet the standards. •Understand and operate the Continuous Customer Network Model ensuring the culture, customer service and continuous improvement elements are upheld. •Any other reasonable task as requested by your line manager EXPERIENCE AND TECHNICAL SKILLS REQUIRED •People management and good communication skills •A minimum of 3 years field experience as a Furniture Technician •Ability to analyse and interpret basic management information •Proven ability of working within a high pressure environment and to be proactive •Sound knowledge of field based customer service operations •Skilled in coaching to deliver performance improvements •Fully conversant in H&S policy and application within a domestic repair environment •Ability to develop and maintain effective internal and external business relationships •Understanding of established systems and processes •Must have the ability to work accurately and be able to approach and resolve problems logically avoiding the need to •escalate further or take formal disciplinary action or cause a formal grievance to be raised •Previous team supervisory experience desirable CORE COMPETENCIES (Refer to the Competency Dictionary for definition and level) Analytical thinking (3) Conceptual thinking (3) Organisational awareness (4) Achievement drive (3) Information seeking (3) Initiative (3) Organisational commitment (3) Customer service (4) Developing others (4) Impact and influence (2) Interpersonal understanding (2) Leadership (3) Team working (3) How to apply To apply for this role, please submit your CV and a cover letter outlining your relevant experience and qualifications through the platform by close of business Friday 31 January 2025. You can apply through our Careers page https://castelangroup.bamboohr.com/careers. Applications via Indeed will not be monitored. Castelan is an equal opportunity employer, and we welcome applications from individuals of all backgrounds and experiences. Due to the location of the role, you must be able to travel. Unfortunately, we cannot accommodate sponsorship for Visa's at this time.