Job Description

Company mission

Our mission is to harness the power of indoor planting, and to create places where people come together. Our Values: Caring: We genuinely care for people and all the things that matter most in life. Honesty: We keep things simple and transparent, and we always keep our word. Endurance: We see things through to completion and ensure that good work lasts.

Your role

Field Based - London

Full time - 29,000 - 32,000

An exciting opportunity has arisen to become our Maintenance Team Leader, working on the cutting edge of the most vibrant and prestigious workplaces in London and surrounding areas. In this role, you'll be the face of our business, leading the team in maintaining our planting schemes and living walls to the highest standard and taking full responsibility for our clients' satisfaction and perception of our products and services. You will need to be capable of working in a fast-paced environment, being able to change and adapt to our customers' needs. The role also requires a forward-thinker who can anticipate a problem before it happens and seamlessly plan to resolve it. We're looking for a candidate with a drive to succeed attitude to continually improve customer satisfaction, maximise customer retention and increase profitability. Your performance will be measured against agreed KPI targets.

Your core responsibilities

Weekly scheduling of routine maintenance visits in line with our service SLA and the technicians' 'unit per day' targets.

Using the planning tool document in excel. o Booking in with clients using Pipedrive.

Scheduling jobs into our field service software (eworks). o Communicating plans to the team.

Conducting Quality checks on both new and existing sites, delivering feedback and solutions where necessary to ensure high standards are maintained. o Completing audit forms and communicating to the relevant technician(s).

Arranging the delivery of plant replacements within a timely manner and working with suppliers to order replacement stock.

Managing the replacement log end-to-end.

Communicating requirements to procurement. o Breaking down stock into 'committed' and 'uncommitted'. o Identifying cost saving opportunities and preventing duplicate orders.

Full responsibility for the London warehouse, including inventory management and organisation, as well as the planning and receipt of deliveries.

Weekly Stocktake.

Ordering stock.

Breaking down deliveries.

General housekeeping / Warehouse maintenance.

Reporting

Daily/weekly reports to both the team and management based on performance against the above.

Training

Training and supporting new and existing team members to maintain plants to our one standard.

Full responsibility for clients within your fleet, responding to concerns within 2 hours, forming and communicating action plans.

Taking a hands-on approach by covering maintenance visits in instances of technician's absence. Including:

Effective installation and maintenance of living and replica plant displays.

Production of timely, detailed, and accurate service reports. o Understand customer requirements and assist with the decision-making process by making appropriate recommendations.

Friendly communication with the client when on-site to build a good rapport. o Reporting to Head Office any issues that may arise when on client sites, including but not exclusively, incomplete work, access restrictions and plant replacements that have not been fulfilled due to a lack of stock.

Working to the standards and principles set out in the Customer Standards Manual

KPIs

Units Maintained - 128 per person per day (by the team per week)

Quality Audits Conducted - 1 per week.

Quality Audits Actioned - 1 per week.

Full accountability for your team's KPIs.

The above outlines the main duties and responsibilities of the position, however it is not exhaustive and other duties as directed by the company and within the job holder's capabilities may be required. The duties will evolve and be modified by changes within the company, and you will be notified accordingly.

Knowledge, training, and experience required.

Essential: Leadership / Management experience. ? Proven high quality customer service skills. ? Current and valid UK driving license. ? IT literate and proficient in all Microsoft Office programs and field service management software. Desirable ? Knowledge/experience within horticulture. ? Proven knowledge of industry products and equipment. Personal qualities ? Organised, efficient, hardworking, engaging! ? Self-motivated - able to manage and organise own workload. ? Initiative - innovation, decision making - make recommendations to clients regarding problem solving; report to line manager of materials needed and ensure these changes are fulfilled in a timely manner. ? Strong customer skills and the ability to build rapport and develop relationships over time. ? Time management skills and Punctuality. ? Excellent communication skills to both clients and colleagues. ? Adaptable and willing to learn. ? Strong attention to detail. ? Friendly attitude to both clients and colleagues; able to manage a team's workload alongside your own.

Job Type: Full-time

Pay: 29,000.00-32,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company pension Discounted or free food On-site parking
Schedule:

Monday to Friday
Work Location: In person