To manage a team of Service Technicians based in West London efficiently. To work with the Regional Service Manager and Field Service Planner to ensure that the technician team offer an exceptional customer experience within their service maintenance visits.
Including but not limited to:
1. Full responsibility for managing a team of service technicians to ensure the team delivers a high level of customer service hitting agreed NPS and KPI targets
2. Work with the Field Service Planner and Regional Service Manager to ensure that the team are operating efficiently and effectively
3. Work with the team and Field Service Planner to find creative, fast, and efficient solutions to customer challenges
4. Supervise, identify, and suggest improvements to plant maintenance processes to improve quality and efficiency
5. Work with the troubleshooter and technician team when required onsite at clients
6. Maintain and manage wholesale plant supply in emergencies (when the technician/ troubleshooter is unable to)
7. Assist with site audits as and when required
8. Assist team with fleet management
9. Happy and competent to drive into London because they will need a company van for the plant drop
Start time of 6am every morning to collect plants from plant shuttle.
Requirements
* Excellent people management skills and very comfortable monitoring and improving team performance – leads by example
* Excellent communication skills
* Pro-active “can-do” attitude
* Commercially minded and capable of providing input to and finding resolutions for daily challenges whether this relates to their team or clients
* Strong organisational & planning abilities
* Strong data analysis skills and converting this into positive action
* Able to work under pressure and within required timescales
* Good horticultural knowledge (desirable but training will be provided)
* IOSH Managing Safely qualification (desirable but training will be provided)
* Industry qualifications would be desirable
* Experience managing a team of at least 10 members, ideally a remote maintenance team
* Experience working with B2B corporate clients
* Experience of supervising good health & safety practices and role modelling commitment to high health & safety standards
* Experience working in the horticultural industry (desirable)
* MS Outlook and Teams - excellent knowledge
* MS Excel - excellent knowledge
* ERP software (ideally Microsoft Business Central and Mobile NAV) – excellent knowledge
* MS Word - good knowledge
* Scheduling software - some knowledge
* Customer support platforms (e.g. Zendesk) – some knowledge
* Uniform, company laptop and phone will be provided
* This role will require practical maintenance work from time to time so candidates must be physically fit to complete these tasks
* This role will require early starts as the technician team are at work typically from 5am, successful candidates must be comfortable being contactable from 5am Monday to Friday
* Successful candidates may need to apply for relevant DBS checks and complete security vetting procedures for some of our clients. More information is available from the People & Culture team.
* Travel costs will be fully covered
*
The Team Leader may need a driving licence to travel around the region
Training provided
Induction training, H&S induction training, IOSH Managing Safely training, Horticultural training, Management development training
Benefits
Pension scheme, BUPA Cashplan, Company profit sharing scheme, BUPA Private Medical (after 5 years), Lunch allowance