Overview
Based from the office, you will work closely with the Operations Director and the key stakeholders to ensure accurate resource planning and liaise closely with the sales teams to advise lead times for projects won. You'll be the central point of contact and will work closely with the Directors to help organise the day to day running of the business. We are looking for someone personable and passionate about delivering a great service. You'll be naturally inquisitive and will seek to look at business improvement.
Responsibilities
* Maximise utilisation of our workforce by identifying best practices, processes and implementation.
* Work in partnership with our head of customer service to ensure work in partnerships across all departments.
* Identifying jobs that are not running as they should or going off track in terms of expected/required timescales, profit margins, etc. Highlight these and any foreseeable issues to the Operations Director prior to over-running to look for agreeable solutions.
* Discuss issues and work with sales leads to find the best solutions to move forward.
* Oversee, check, and make arrangements to cover all relevant annual leave. Work with HR to ensure that we do not have too many overlaps where possible.
* Coach, mentor, and line manage North Planner.
* Monitor revenue generated by your teams and ensure KPIs are being met.
* Identify risks, opportunities, and lead change.
* Efficiently manage & schedule all works for operatives based on clients and technicians' relative locations to enhance productivity and morale.
* Maintain regular contact with Operations Director to provide up to date service issues.
* Monitor the out of hours/on call rosters to ensure that correct availability of resources.
* Respond to service requests from customer services and assign jobs to operatives.
* Act on emergency/reactive work requests from customer services to find scheduling options.
* Check that all jobs have been completed on Job Watch.
* Complete administrative tasks required to ensure jobs are appropriately signed off.
* Liaise with operations managers and supervisors on any difficulties with performance or contact with staff for Operations Managers to address.
* Work with the Operations Director on solutions to improve the CRM/Job Watch system.
* Review and reschedule workforce plans daily to cover missed/incomplete jobs.
* Monitor any operative holidays to ascertain availability for scheduling jobs.
* Maintain control on all travel costs by optimising jobs based on employee locations.
* Escalate any service failings immediately to the operations and commercial teams.
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