|Job Ref:||204713950||Employer:||cv-library.co.uk||Industry:||Civil and Structural||Job Type:||Permanent||Country:||United Kingdom||County/State:||Northamptonshire||City:||Northampton||Address:||Post Code:||NN1||Salary:||£34000 - £40000/annum||Post Date:||30/09/2016 04:36|
PURPOSE OF YOUR ROLE |
Responsible for the day to day management delivery of high quality customer service delivery through a team of directly employed Engineers and Field Service Supervisors.
To strategically plan, recruit and maintain the correct Engineer Headcount against job volumes for all seasonal fluctuations, new product development and forecasted increase.
Ensure that engineers have the correct equipment and training to be as productive as possible whilst reducing re-attends that enhance the customer service experience, and reduce complaints
Constantly manage engineer performance via coaching, mentoring, review meetings (1-2-1 & PDR)
To be commercially aware of own business areas changes along with HomeServes other departments (Marketing, Finance, Procurement etc) to be able to forward plan and react with positive outcomes
The ability to successfully and consistently manage all engineers in accordance with their employment status. Have an understanding and proven experience of performance management via Company policies and procedures.
Identify recruitment needs for the area, engage the recruitment team with requirements and fill any positions within agreed timescales as agreed with HOS.
Ensure that all engineers are managed and measured consistently and equally as per guidelines
Constantly monitoring engineer SLA's to confirm adherence and performance any shortfalls.
Ensure that we have the correct shift patterns in place that focus on schedule adherence, productivity, and utilization of the mobile workforce.
Manage Cost Centre ensure costs and performance are in line with contracts and budgets and take any necessary action to keep on track
Identify the root cause of complaints and develop action plans to address and improve to an acceptable level.
Deliver a plan to maintain performance of SLA's 24/7, 365 days including operational peaks
Present weekly and monthly reports to the Head of Service in relation to performance, identifying any issues and provide detailed plans to maintain or correct performance.
Undertake and plan site visits and utilise a variety of different methods of communication to keep both contracted and directly employed staff engaged and aligned with the business.
Responsible for encouraging and developing collaborative working with contracted engineers and have the ability to shape and influence behavior and performance.
Liaise with the Network Support Team to gain feedback on performance and issues.
Maintain a working relationship and open communication with relevant Supply Chain Manager to ensure the smooth running of the area.
Ensure compliance and timely delivery of Health and Safety, financial and operational requirements in line with best practice and legal frameworks and adhere at all times to the 'HomeServe Way'.
To be the day to day contact point for contracted and directly employed staff and promote and encourage company values and behaviors.
To monitor and identify individual performance trends and take corrective action by implementing Performance Development Reviews and feed back to HR.
Identify recruitment needs within given area to make sure highest service delivery standards are met by planning and backfilling vacancies when and where required.
Understand and manage Capex values of fleet and equipment needs under ASM's control.
Only agencies on our PSL can provide us with CVs when instructed by our in-house recruitment team. We therefore are not in a position to accept any speculative CVs from agencies who aren't currently on our PSL. If we become aware of unsolicited CVs being sent to us we will accept these as direct applications and process accordingly