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Area Manager- HPD

  • Nottingham, Nottinghamshire
  • £40,000 per annum
  • 25 applications
  • Job type: Permanent, full-time
  • Date:
  • Reference: 21171363
Posted by Homeserve
 

HomeServe is one of the UK's fastest growing home emergency services. Our vision is to be the first place people turn to when it comes to fixing, maintaining and caring for their home
  • Responsible fro the day-to-day management and operational efficiency of an agreed geographical area
  • To lead a team of approximately 20 engineers and 1 coach to ensure a cost effective, high quality service which delivers our customers expectations and achieves our business plans and objectives.
  • Overseeing the production of all Regional Operational issues, within your remit, to ensure regulatory objectives are met.
  • Ensure all departmental employees are competent, fit for purpose, developed and motivated.
  • In line with our policy, ensure the principle of Treating Customers Fairly is an intrinsic part of the organisation’s culture by identifying, monitoring and managing any risks within the business.

    You will have:

  • Proven people management and leadership skills
  • Ability to analyse and interpret management information
  • Proven ability of working within a high pressure environment
  • Sound knowledge of field based customer service operations
  • Skilled in coaching to deliver performance improvements
  • Ability to develop and maintain effective internal and external business relationships.
  • Understanding of established systems and processes
  • Competent user of Microsoft Office

    Accountabilities:

    • Provide effective leadership to the team to inspire maximum performance
    • To coach the team and co-ordinate training and development for team members to ensure that work is completed as efficiently as possible
    • To regularly communicate with team members to ensure that they are aware of company policies and own performance
    • Provide clear objectives and performance management for the team
    • To minimise cost per job without compromising service quality and customer satisfaction
    • Build and maintain effective relationships with key clients and internal departments
    • Lead, manage and motivate the team to ensure service and quality are delivered in line with agreed targets
    • Develop a capable workforce and monitor, assess and develop customer care skills within the team
    • Plan, manage, monitor and improve systems and processes to ensure quality and service standards are achieved
    • Ensure team is adequately resourced to consistently deliver service standards for call handling and workflow
    • To supply the Regional Manager with updates and reports/information with regard to business performance and Regional activities.
    • Work in conjunction with other Area Managers to optimise results and use resources for the success of the Network operation
    • Be adaptable to rapid change, working flexibly and acting as a role model
    • Take responsibility for the health, safety and welfare of self and others and action or escalate as necessary any issues of non-compliance to ensure staff are provided with a safe working environment.
    • Conducts quality customer audits, managing outcomes and championing customer service standards
    • Manages staff attendance within your area and liaises with HR where applicable
    • Completes/assists with ad-hoc projects, providing expert knowledge within specialist areas and sharing the knowledge across the business as required
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