JOB OVERVIEW
* The management of the Customer Relationship and Performance across all sites under the contract.
* The Proactive ownership of the quality delivery and maintenance issues within the buildings, leveraging of customer relationships as well as internal relationships within the mobile operations teams.
* Visiting the buildings and client engaging / developing customer relationships across the contract.
* Attending Client, Regional and National Meetings ensuring the performance and quality of planned activity, reactive repairs and small works is the very best driving the excellence everyday culture.
* Ensuring WIP, Finance and Operational Reporting is completed weekly and monthly as per the plan.
* Drive operational excellence and client relations.
Main Duties
* Manage through the management structure Health & Safety Compliance & Quality Assurance Management – Site Audits, Compliance Reviews, Investigations
* Leadership & Management – Demonstrate strong management capabilities at all time, excellent organisation, time management, procedure and process management
* Meet and or exceed Budget Targets set within the Profit and Loss Account, utilising reports and effective and efficient team management
* Additional Revenue – Identify additional revenue opportunities in line with appropriate targets
* WIP management – Ensure proactive management of WIP and drive to reduce this by ensuring high levels of First Time Fix and ensuring a strong partnership exists with the Engineering Planners
* Management of Sub Contractors – Proactively manage the delivery of services from agreed Sub Contractors where your team cannot self-deliver and strive to reduce the use of Sub Contractors
* Excellent Customer Relationship Management – Develop strong relationships with all your customers ensuring escalations reach you first, develop trust and high levels of communication always
* Planning – Support the Helpdesk co-ordinators in ensuring that the monthly PM plans are accurate and maximised for excellent utilisation of the engineers
* To be flexible and undertake other duties to accommodate operational requirements.
* Management of large project works from sub-contractor selection, quote generation and job completion.
* Management of internal quote log and issuing of small-medium value quotations directly to the client.
WHAT WE ARE LOOKING FOR
* Able to demonstrate experience in either the M&E / FM industries
* Demonstrable experience of Direct Management of client relations.
* Organising and managing teams
* Determined to own problems to solution
* Create and work within a strong team environment.
* A good understanding of Customer Service Levels and Key Performance Indicators
* Commercially aware.
* Ability to work on own initiative, to a high level of accuracy and meet deadlines.
* Good communication and IT skills.
* Strong people management leadership and Influencing Skills
* Good decision maker
* Passion for customer service and experience of developing strong relationships with customers
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