Job Description

OUR BUSINESS

East West Compass is owned by East West Connect and created for the purpose of delivering the Catalysts Reactive and potentially planned works streams Contract but the with the long-term goal of providing reactive and planned maintenance services for social housing clients throughout London and the Southeast of England.

East West Compass's primary focus is on building its reputation for high quality service and excellent customer support - to be reliable, easy to deal with and empathetic in all aspects of our service delivery.

The following job description is intended as a guide and is not exhaustive. All members of staff are expected to fulfil their roles in a flexible, proactive and problem-solving manner

Many East West Compass staff will from time to time carry out different or additional roles in order to maintain the flexibility and needs of East West Compass business or the needs of particular clients, consultants and projects.

PURPOSE OF ROLE

To provide high quality, professional management of the contact centre and job management system to deliver our contracted services at agreed SLA's in the most efficient, customer focused VFM approach.

To work alongside the repairs operations manager and commercial lead to drive efficiency and profitability through quality well run administrative systems while maintaining high levels of customer care and a safe working environment achieving industry best practice and ensuring compliance with legislation and company procedures.

MAIN DUTIES

Responsible for driving efficiency while delivering against our KPI targets Responsible for the staffing and management of the contact centre Manage the contact centre IVR lines/hunt groups and wall boards Responsible for analysing call and repair data to make sure staffing levels are correct for Ops and Office Use Data to set correct targets to meet SLA's for Operatives and Office staff Work with the SHEQ manager to implement and maintain safe and best practise working practices Drive customer service standards to meet KPI and productivity targets Carry out 1-2-1's and deal with any HR performance management issues with thin the office team Work with the management team and highlight HR performance management concerns within the operatives. Make sure accurate capturing of any absences/lateness of staff and follow agreed HR processes as required Work with the planning team to make sure they manage any exceptions, inform customers, adjust workloads deliver the most efficient service possible day by day Make sure the planning team have picked up call outs/overnight issue's and ensure completion of job and relay updates to customers Manage call out rota's and make sure any weekend works are authorised correctly Work with Payroll/accounts and check and submit all overtime payments Manage Holiday requests Work with the commercial lead, Understand the SOR based system and other key commercial drivers within the contract and develop efficient processes to maximise profit. Focus around OOS works stream Make sure the planning team have planned engineer's jobs for the following days' work to achieve highest efficiency/output communicating this to relevant parties as required. Focus on reducing unproductive time. Understand specialist works processes and make sure the planning team assign subcontractors and provide confirmation of their attendance to site Ensure the planning team clearly relaying information back to the customer Through Audit/training/coaching, make sure the planning team and operatives record clear updates on the Job management system Review WIP reports and identify any jobs requiring follow on works and make sure they are dealt with by the planning team within our agreed SLA time frames Review any planned works streams and look for efficiencies with planning in/attending properties Understand the Gas servicing programme and manage the team to send out correspondence and manage certification correctly and within our SLA's Oversee any complaints and make sure they are dealt with by the team within the agreed processes Ensure the planning team answer switchboard calls and respond to general queries in a timely manner Make sure the planning team reviewing the helpdesk in-box regularly throughout the day and make sure all emails are responded to in a timely manner against SLA's Prepare manual and automated reports, incorporating excel, pdf documents and tables/graphs Identify and escalate any concerns around procurement processes to senior management. Make sure the planning team chase any parts orders daily and ensure prompt delivery of parts for works. Record any unwanted parts and support the business in returning goods and getting credits Ensure customer satisfaction is high and use internal dashboards /reports to drive efficiency in the planning of work Make sure the team provide a daily handover to Out of hours teams of any emergency jobs not attended throughout the day Attend weekly meetings with senior manager to review active jobs and any issues effecting operational efficiency Provide monthly reporting on call out, overtime and sickness as requested. Input in to further IT developments required to improve the service delivery Adhoc duties - Support any area of the business as required to deliver the most efficient, customer focused and profitable service we can. Including as required help to take calls and raise new calls in accordance with SLA's

KNOWLEDGE

Experience of working in a Repairs and maintenance environment Experience of managing a team answering calls direct from customers and operatives Have a good understanding and experience of finance and WIP management Worked in a fast-paced team with the ability to remain calm under pressure Outstanding communication skills both internal and external The ability to effectively prioritise your workload and build relationships with key stakeholders. Excellent attention to detail A proactive/can do attitude to work The ability to work on own initiative and take full ownership of role The ability to follow process SSSTS or equivalent qualification Asbestos aware Understand Fire safety requirements relating to repairs Working from height

SKILLS

Overall understanding of all services and fabric knowledge and understanding relating to maintenance and reactive work streams and the installation sequence, timing, legislation and general practicalities of installing and managing these services for planned and reactive works streams. A suitable knowledge and appreciation of the associated construction trades that go with this to facilitate review of process, programming, and builder work requirements. Financial understanding of project delivery and project costing relating to reactive and planned maintenance. Good project management and delivery skills and understanding coupled with the ability to train and develop the relevant staff to adopt and develop these. IT including use of Microsoft software and other IT platforms, such as Total mobile understanding and development. Presentation and communication, in particular able in the use of the English language for verbal and written communication to communicate in a timely and effective manner with all those who have a stake in the work. Good Health and Safety knowledge, Iosh or CiTB qualifications to be able to write, review and amend RAMS. Able to plan and organise the work necessary to provide on time, on budget project with maximum client satisfaction and manage a team to achieve the optimum result in the time available. Financial and commercial awareness. Effectively manage time in order to meet deadlines Must have reactive maintenance, gas servicing, planned maintenance and refurbishment experience

MEETINGS

To attend and prepare reports as required. To conduct and attend client meetings as required and record via minutes/ File notes. To attend handover meetings for all tenders and ensure all records are made via minutes/ File notes. To conduct and attend post contract review meetings and record via minutes/ File notes. To conduct and attend appraisal meetings with all subordinates where required. To attend company staff meetings. To attend company H&S meetings. To attend and chair operative and supply chain meetings.
Job Types: Full-time, Permanent

Pay: 40,000.00-42,000.00 per year

Schedule:

Monday to Friday No weekends
Work authorisation:

United Kingdom (required)
Location:

London N14 (preferred)
Willingness to travel:

75% (preferred)
Work Location: In person