About The Role
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
HomeServe currently have an exciting opportunity for a Service Excellence Manager to join our field-based team managing our Plumbing Engineers in Wales and the South West.
Competitive salary + car or cash allowance of £5.5k and up to 7% performance bonus.
Werelooking for a people focused Service Excellence Managerto lead a team of engineers within the plumbing trade.Youllbe responsible fordelivering high quality service, driving performance, and ensuring your team feels supported, engaged, and empowered.
Ifyouvegot experience managing field based teams, a passion for service excellence, and strong leadership skillswedlove to hear from you.
Responsible for consistent day to day delivery of high quality customer service through a team of directly employed engineers. Ensuring that performance is effectively and continually managed against agreed budget and service standards.
This is a field based role and will include extensive travel in and around the area's youare responsible for, living in patch is essential.
Principal Accountabilities
* The ability tosuccessfully and consistently manage all engineersin accordance withtheir employment status and have an understanding and proven experience of performance managing individuals via Company policies and procedures.
* Always ensure via regular review andmonitoringthatSLAsare being adhered to.
* Close daily management across all trades to ensure costs and performance are in line with contracts and budgets.
* Identifythe root cause of complaints and develop action plans to address and improve to an acceptable level.
* Deliver a plan tomaintainperformance of SLAs 24/7, 365 days including operational peaks
* Present weekly and monthly reports to the Head of Service Excellence in relation to performance,identifyingany issues and provide detailed plans tomaintainor correct performance.
* Undertake and plan site visits and utilise a variety of different methods of communication to keep our engineers engaged and aligned with the business.
* Ability to shape and influence behaviour and performance.
* Liaise with the Network Support Team to gain feedback on performance and issues.
* Maintaina working relationship and open communication with the Service Excellence Coach to ensure the smooth running of the area.
* Ensure compliance andtimelydelivery of Health and Safety, financial and operational requirements in line with best practice and legal frameworks and always adhere to the HomeServe Way.
* To be the day to day contact point for engineers and promote and encourage company values and behaviours.
About The Candidate
To be successful in this role you will need to have the following knowledge,skillsand attributes:
Essential:
* Previousexperience of working at a managerial level, ideally in afield basedenvironment
* Achieving financial and customer satisfaction targets through third party organizations
* Proficient toa high levelin the use of Microsoft office package
* Full UK driving licence
Desirable
* Experience of working in an FCARegulated environment
* Knowledge of Trade regulations supportingHomeServeproduct range
About The Company
Here at HomeServe we work hard to build an inclusive, supportive, engaging and collaborative culture that empowers all our people to do the right thing.
HomeServe has got over 30 years' experience taking care of the nations' homes. xsngvjr From home emergency cover to one-off repairs, we're here 24/7. Whether it's plumbing, drainage, heating or electrics our home experts are ready to get the job done.