HomeServe currently have an exciting opportunity for a Service Excellence Manager to join our field-based team managing our Plumbing Engineers in Wales and the South West.
Competitive salary + car or cash allowance of £5.5k and up to 7% performance bonus.
We’re looking for a people focused Service Excellence Manager to lead a team of engineers within the plumbing trade. You’ll be responsible for delivering high quality service, driving performance, and ensuring your team feels supported, engaged, and empowered.
If you’ve got experience managing field based teams, a passion for service excellence, and strong leadership skills we’d love to hear from you.
Responsible for consistent day to day delivery of high quality customer service through a team of directly employed engineers. Ensuring that performance is effectively and continually managed against agreed budget and service standards.
This is a field based role and will include extensive travel in and around the area's you are responsible for, living in patch is essential.
Principal Accountabilities
• The ability to successfully and consistently manage all engineers in accordance with their employment status and have an understanding and proven experience of performance managing individuals via Company policies and procedures.
• Always ensure via regular review and monitoring that SLA’s are being adhered to.
• Close daily management across all trades to ensure costs and performance are in line with contracts and budgets.
• Identify the root cause of complaints and develop action plans to address and improve to an acceptable level.
• Deliver a plan to maintain performance of SLA’s 24/7, 365 days including operational peaks
• Present weekly and monthly reports to the Head of Service Excellence in relation to performance, identifying any issues and provide detailed plans to maintain or correct performance.
• Undertake and plan site visits and utilise a variety of different methods of communication to keep our engineers engaged and aligned with the business.
• Ability to shape and influence behaviour and performance.
• Liaise with the Network Support Team to gain feedback on performance and issues.
• Maintain a working relationship and open communication with the Service Excellence Coach to ensure the smooth running of the area.
• Ensure compliance and timely delivery of Health and Safety, financial and operational requirements in line with best practice and legal frameworks and always adhere to the ‘HomeServe Way’.
• To be the day to day contact point for engineers and promote and encourage company values and behaviours.