Job Description

*All information is available in some different formats, please contact People@space-engineering.co.uk

Hours of work...

40 hours per week (Falling between 7am and 7pm, Mon-Sun) Location: Bristol Head office and Home (2-3 days a week office based)

What benefits are in it for you?

Competitive salary that is equal or above industry average in area Private Medical Insurance Income Protection Insurance (2 years) Life cover of 2 x salary Health Cash Plan Employee Assistance Program Multiple ways to save with Smart Spending scheme for discounts and cashback at high street shops, online retailers and gyms Introducers Bonus Scheme Excellent pension scheme 22 days holiday, rising incrementally to 25, plus bank holidays Company Sick Pay Scheme In house training provided

The purpose of the role is to...

Promote a positive working environment Act as a role model within all teams Train, coach and mentor all direct reports in line with the departments processes and procedures & Internal KPIs Manage resource and attendance, ensuring all aspects of the roles are covered, minimizing overtime spend Monitor, manage and drive team performance in accordance with the department's targets, through regular 1-1's and providing timely feedback to ensure quality of work is maintained or improved as required. Build and maintain client relationships within the call management arena Build and maintain relationships with all internal customers Understand and drive all client's Service Level Agreements (SLA's) Understand and deliver all internal KPIs Maintain a good understanding of current and new client's contracts and the call management requirements within them Responsible for delivery of end to end work order management Maintain an optimum level of staff to deliver all daily tasks

What you'll be doing...

Monitoring of team member's work standards, productivity and performance Driving team to succeed and deliver to the customer, in line with internal KPIs and personal objectives set out Working closely with the team / management, external teams and client relations - managing and updating WONs in real time Implementing and maintaining processes and procedures to ISO standard Managing escalations and delivering excellent customer service Use initiative to streamline processes / maximize efficiency by working closely with your direct reports and the wider teams within the business Managing resource, rotas and task allocation Onboarding new staff, training, coaching and mentoring

What success looks like...

Meeting / exceeding objectives, KPIs and SLAs Having a high performing team Great internal rapport and customer relations Minimal customer escalations / complaints Achieving ISO standard with process and procedures

We'd love to meet someone with...

Specific / similar experience related to this role The ability to strive under fast paced and high stress environments Excellent attitude and approach to work Highly self-reliant, motivated and enthusiastic Approachable, flexible, open and able to work as part of a team Excellent customer care and interpersonal skills Commitment to quality and attention to detail A values driven approach - it's not just what we do, but how we do it that's important at Space. We're Here for Each Other, Here for our Customers and Here for What Matters.

Who are we?

Space Engineering Services are one of the most dynamic refrigeration, heating, ventilation and air conditioning service providers in Europe. We are proud to offer innovative products and services, and market-leading refrigeration technology, for which we have received awards and industry accreditations.

We are all equal!

We're committed to creating an inclusive workforce and are opposed to any form of less favourable treatment, whether through direct or indirect discrimination, association or perception accorded to employees or job applicants, on the grounds of their; race, religion or belief, disability, ethnic origin, nationality, marital/civil partnership, pregnancy/maternity, gender, sexual orientation or age.

Job Type: Full-time

Pay: Up to 28,782.00 per year

Benefits:

Bereavement leave Company events Company pension Employee discount Enhanced maternity leave Free parking Health & wellbeing programme Life insurance On-site parking Private medical insurance Referral programme Sick pay Store discount Work from home
Work Location: In person