Main purpose of the job
In this role, you will champion Excellerate Services UK values and commitment to innovation by overseeing the performance of various facilities and locations within a National Account, enhancing quality and standards, and supporting our strategic contract model.
Working closely with the ESUK Strategic Senior Leadership Team, you will develop the skills, infrastructure, and processes necessary to deliver customer requirements in an ever-changing business environment.
You will be accountable for the delivery of service to budget, contract requirements, and customer satisfaction by directing all regional employees through a clearly defined strategy and accountable process.
You will be responsible for implementing the Company’s Quality Assurance Procedures and instructions, with particular attention to the areas of responsibility as detailed in the documentation.
You will ensure that the Company’s Health, Safety, Welfare, and Environmental policies are implemented and adhered to.
Develop collaborative relationships while being aware of company values, ethics, and behaviors required to develop and implement Excellerate Services' key partner relationships.
Responsibilities/Duties
* Lead and inspire the operational team to meet Key Performance Indicators (KPIs) and contractual commitments.
* Drive client and stakeholder satisfaction by fostering strong, long-term relationships.
* Develop and own strategic projects regarding people, processes, improvement, and growth.
* Inspire and coach on-site teams, empowering them to lead based on Excellerate Services UK values and principles.
* Enhance financial performance through effective budget management and productivity improvements.
Client Relationships
* Manage all business correspondence and produce professional reports.
* Represent the region at management meetings and ensure task completion within deadlines.
* Lead new account mobilizations, ensuring client satisfaction and adherence to procedures.
* Build relationships with clients, address dissatisfaction, and inform senior management accordingly.
* Promote high standards of customer care and utilize the ESUK Velocity system for reporting and actions.
Management Information
* Monitor trends from audit data to ensure compliance with KPIs and SLAs, completing audits via ESUK Chase.
* Encourage team development and ensure HR policies are followed.
* Manage payroll and ensure timely documentation.
* Analyze management reports to identify trends and issues, communicating with relevant stakeholders.
* Ensure resource availability, prepare work orders, and manage services on site.
People/Relationships
* Maintain effective workflow and resource utilization.
* Lead and motivate operational teams, identify training needs, and support employee development.
* Manage recruitment, vetting, training, and development in accordance with company policies.
* Maintain effective communication and professional relationships with personnel and clients.
* Provide regular updates to the Head of Operations and act in the best interest of the business.
Person Specification
Abilities and Skills
* Assess and manage risk and business continuity.
* Support a collaborative approach with appropriate skills and competencies.
* Excellent verbal and written communication skills.
* Intermediate IT skills, including email.
* Delegation, leadership, and organizational skills.
* Understanding of profit and loss accounting.
* Strong people management skills and strategic planning experience.
Location: Stoke or Surrounding Areas
Working hours: 40 hours/week
Shift pattern: Full time on-site and remote
Salary: Up to £50,000
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