Purpose of the Role
Your role's overall purpose is to manage the Salesforce account. This will consist of an on-site team of 9 technicians, a Maintenance Manager, a Planner, and a Project Manager. Management of the annual budget will also form part of this role.
Main Duties and Responsibilities
- Guide strategic planning and identify primary department objectives for your department year on year.
- Ensure sufficient structuring and resourcing of the technical workforce, developing robust, competent teams providing high-quality service delivery.
- Consult and work with the Health and safety department to ensure that all work is carried out safely, with appropriate control measures in place, and is compliant with company policies.
- Develop an existing process to monitor department performance through key performance indicators (KPIs), trend analysis, and regular reviews, identifying and leading opportunities for improvement. Provide monthly reporting as required.
- Establish and enforce team policies, procedures, and client relations standards.
- Promote a proactive and enthusiastic team culture that promotes inclusive, high-performance work environments.
- Ensure standard operating procedures are in place for various elements within the workstream functions. Develop upon the existing system and provide innovative solutions to maximise efficiencies where possible.
- Ensure that the team adhere to and follow all Apleona policies and procedures.
- Mentor your team and assist with talent development and succession planning.
- Liaise with departments or support functions regularly as required, e.g., working with Business Development to identify new business opportunities or strategic partnerships representing potential growth areas.
- Liaise with all customers and internal management regularly to ensure reports and recommendations for remedial works are actioned.
- Ensure efficient use of our CAFM system (QFM) to manage key aspects of our service delivery requirements, from work order management to informative, clear reporting (Planned Preventive Maintenance scheduling, execution, and reporting are integral to the successful delivery of our SLAs).
- Devise a process to ensure that all sites and assets are kept up to date in CAFM (QFM).
- Review the Scheduling of mobile team workload and devise a strategy to ensure they are utilised to maximum efficiency.
- Ensure Apleona provides customer-focused service by promoting excellent teamwork with colleagues to ensure priorities are met.
- Ensure all financial aspects of the service desk role are followed. These include but are not limited to PO generation, invoicing on all additional works, supplier invoice processing and queries.
- Ensure all telephone calls are answered and distributed in a timely fashion.
- Ensure all email queries are responded to within the agreed Service Level Agreements.
- Ensure the service delivered meets the highest standards in technical and service competence.
- Maintain an efficient archiving/filing system for all customer-related documents. Maintain contract files and ensure they are current with all relevant live data.
- Promote and deliver the company's aims to meet or exceed the quality levels and customer support objectives central to its core business.
- Establish and manage quality measures and procedures in conjunction with the Company to enable two-way communication, ensure feedback, and achieve continuous improvement.
- Manage cost control and review costs with the objective of reducing subcontractor costs. The core focus is on self-delivering as much as possible.
- Ensure all works are compliant with all statutory and company procedures.
- Provide support to the business's commercial functions as required, including assistance with any labour or subcontractor elements of any queried works.
- Take on other ad-hoc duties as required by line management.
Qualifications and Experience
- At least 4 years experience in the management of a technical team.
- Must have a proven track record in overseeing detailed mechanical and electrical building services maintenance.
- Experience in the implementation of a Quality system for the management of procedures and documentation.
- Must hold a recognisable engineering qualification or be able to demonstrate significant experience.
- Experienced in the application and operation of permit-to-work systems.
- Computer literate and conversant with the major software packages, word processing, spreadsheets, etc.
- Experience working in a similar environment where reliance is placed upon individuals carrying responsibility for their actions.
- Previous experience working in the office environment is an advantage.
- AutoCAD knowledge and experience are an advantage.
- Experienced in the use of Computerised Maintenance management systems.
Person Specification
- Highly motivated and comfortable working in a fast-paced environment.
- Flexible attitude to work and a sharp focus on safety, service delivery and quality.
- Good technical knowledge as well as the ability to project manage and multitask.
- Good oral and written communication skills and customer service skills.
- Full, clean driving license.
- Ability to cope well under pressure.
- Able to exercise initiative and prioritise duties accordingly.
- Able to work to a high standard against agreed timescales with limited supervision.
- Ability to develop systems of working that are truly customer-focused and actively seek and respond appropriately to customer feedback.
- Develop plans based on achievable timescales using an analytical approach and successfully balance various variables, including contingencies, to ensure results are still achieved.
- Able to produce solutions which reduce cost and satisfy customers.
- Ability to demonstrate effective communication and negotiation skills.
- Ability to meet and exceed, where possible, the targets set by the immediate manager.
- Demonstrate the ability to think logically about issues and problems which arise during day-to-day work.
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Working Pattern
Monday to Friday, 8:30 am to 5 pm.
