Job Description

Job Purpose:

The lifts off coordinator is totally responsible for effective management and successful completion of all L&E reactive tasks in line with their completion SLA. Whilst remaining responsible for the overall successful completion of reactive, remedial, and corrective activities, you will play a lead role in engaging with all L&E Service Providers employed by City. You will drive the relationship in a professional manner identifying ways to continually improve demonstrating City value of strives to improve and makes it happen.



You will proactively lead the engagement with M&S, and all internal and external Stakeholders and suppliers in developing effective relationships and driving high levels of performance maintaining "lift-off" % to a minimum. The L&E Lift Off Coordinator will drive the required outcomes through the L&E Suppliers to achieve the required outcomes. You will maintain all data relating to the reactive repair works and the L&E function to ensure that City remain legally compliant at all times.



You will ensure that related aspects of quotes and value for money are maintained and in line with contractual and City Process and Procedures. You will ensure that all remedial tasks are correctly raised within Mercury and that all relevant data is contained and uploaded within the system to aid auding of any specific item. You will ensure that daily, weekly and monthly reporting is achieved through the provision of consistent data held within Mercury, MI reports and reports from suppliers. You will proactively identify favourable and adverse trends within the data working collaboratively with the wider team, City business and suppliers to identify route causes with a focus on reducing the likelihood of routine failures that influence asset availability.

Process

Manage statistical performance reporting through the use of Mercury and supply chain reporting systems. Maintain performance in line with or greater that KPI thresholds. Through the use of data and working with Suppliers identify opportunities to continually improve performance. Using the system data and dashboards provided maintain performance to ensure that remedial or reactive repair meet their SLA. Maintain document and data accuracy across the lifecycle of any remedial repairs that are raised to ensure legal and statutory compliance. Working in conjunction with the L&E / City wide team, drive supplier performance through the early identification of service performance risk considering early means of mitigation. Support the L&E manager and wider L&E team in meetings by the provision of performance data. This will relate to Supplier Review Meetings, Customer Performance Reporting Meetings or any such meeting where the information, knowledge or data for L&E that may be required. Maintain processes and procedures around financial approvals and quotations ensuring quotes are legitimately justified, value for money and approved in a timely manner. Understand the M&S L&E portfolio to be best placed to interpret key stores, single asset stores and areas where service risk translates to sales risk for M&S. Through developing knowledge of the asset / store portfolio you will be better place to identify service risk and work to mitigate it. Cultivate plans from the supply chain to improve performance and reduce repeated failures. Ensure that asset data is kept up to date and routinely circulated throughout the supply chain and those where the data is of importance (Asset and Store Changes). Collaborate with the defects coordinators and wider L&E team to drive a culture of One City and We Make Things Happen. Identify areas where remedial or reactive repair may well have been the result of customer abuse or misuse and where you believe repair costs should be presented to the customer by the L&E Manager. Escalate and communicate areas of lacking performance by the supply chain to both internal and external points of escalation. Escalate assets off >72 hours to Technical Supervisor for support and betterment. Submit daily report by 5pm - target 1% off position minus mitigation. Daily quote review to present to L&E Manager/ Supervisor for approval decision. Support defect team where required.

People

Collaborate with all internal and external stakeholder, customers, or suppliers in the execution of your duties. As a hybrid role you will be expected to perform your duties as a minimum in line with this regardless of whether home or office based. Self-Leadership.

Performance

Collaborate with operational leads to prioritise areas of improvement. Work with internal stakeholders and the client to develop service improvement initiatives that will improve productivity, performance, and profitability. Provide reporting to evidence analysis, conclusions and recommendations for improvements and ultimately improve the performance. You will be expected to achieve high levels of performance in ensuring remedial repairs do not exceed their completion due date (SLA) and where this cannot be avoided develop robust mitigation plans to limit store impact. City is a continuous improvement organisation. Collaborate and drive the ethos of continuous improvement through your daily activities.

Other

To undertake any other reasonable duties and / or responsibilities as may be required. It may be necessary from time to time to support additional account functions or service delivery. As one of two members of the L&E Lift Off coordinator function, an overriding factor or your role will be the interaction with the L&E service providers employed by City. You will work proactively with them to demonstrate good, professional performance in the areas of Lifts Off. To actively participate in the department out of hours on call-rota as specified.

Knowledge, Skills and Abilities:

Competent with Excel and MI systems Confident composing email and communicating across various levels. Ability to work under pressure/ adaptable to change and pace. Tenacity in driving change and performance in suppliers and internal stakeholders. Ability to hold transparent, professional, and difficult conversations around matters of performance. Setting clear goals and expectations in the requirements of self and others. Embraces the mentality of "keeping-our-promise". Excellent influencing and communication skills. Comfortable identifying, managing, and supporting senior stakeholders, both internally and externally, to gain commitment and advocacy for business improvement initiatives, transformational activity, programmes, and projects. Comfortable dealing with ambiguity, operating and delivering within a fast-paced and changing business / market environment. Able to demonstrate resilience at times of high pressure. Able to demonstrate empathy and the integrity to deal with sensitive and personal information during times of change and business improvement. Excellent planning, organising, and prioritisation skills; strong results focus and deadline driven. Effective problem-solving and decision-making, highly flexible and self-starting. Strong PC literacy, with experience in extracting, collating, and presenting performance data is essential. Previous experience of using a CAFM system is desirable.


In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal - to make a positive change in the facilities management industry.


The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.


It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world's most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.


Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.