Due to continued growth, we are recruiting for a Reporting & Planning Manager based at our Redditch site on a permanent basis.
You will be responsible for proactively managing and mitigating risks associated with Service Level Agreements (SLAs) for field engineer visits related to the successful completion of work orders. This role ensures that all work orders are completed within the agreed timelines, and any potential delays are identified and addressed before they result in SLA breaches. The Jeopardy Manager works closely with the planning, engineering and HD customer service teams to ensure seamless operations and improved customer satisfaction. High level report collation will be required to illustrate this.
Working 5 days out of 7 between 7am to 7pm
- Continuously monitor all work orders to ensure they are on track to meet the agreed SLAs.
- Identify work orders that are at risk of failing to meet SLA requirements and take immediate action to address potential issues.
- Develop and maintain dashboards and reports to track SLA performance, highlighting jeopardy situations.
- Proactively identify potential risks and bottlenecks that could delay engineer visits and cause SLA breaches.
- Collaborate with engineering teams, dispatch, and other stakeholders to implement corrective actions to mitigate risks.
- Escalate critical jeopardy situations to senior management and relevant stakeholders in a timely manner.
- Act as the central point of contact for all SLA-related issues, ensuring clear communication between teams.
- Work closely with dispatch teams to optimise scheduling and resource allocation to prevent SLA failures.
- Liaise with customer service teams to communicate any potential delays to customers and manage expectations.
- Analyse root causes of SLA breaches and implement process improvements to prevent future occurrences.
- Regularly review and refine jeopardy management processes to enhance efficiency and effectiveness.
- Provide understanding and support to team members on best practices for SLA management
- Maintain accurate records of all jeopardy situations, actions taken, and outcomes.
- Prepare regular reports for senior management, detailing SLA performance, risks identified, and mitigation strategies implemented.
- Develop and update standard operating procedures (SOPs) related to jeopardy management.
- Attend meetings with key stakeholders to present analysis and findings.
- Collation and distribution of team statistics, highlighting any trends or concerns to Team Manager.
- Distribute SLA Reporting to the teams at agreed intervals and keep all documentation pertaining to this up to date and relevant.
- Liaise with Account Management to ensure all required information is collated in relation to KPI's.
- Strong Analytical Skills: Ability to analyse complex data and identify trends, risks, and opportunities.
- Problem-Solving: Capable of quickly identifying issues and developing effective solutions.
- Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Attention to Detail: High level of accuracy and attention to detail in monitoring SLAs and managing risks.
- Leadership: Ability to lead and influence cross-functional teams to achieve operational goals
Qualifications:
- 5 GCSE'S above grade C including English and Maths
- Knowledge of field-based planning & scheduling operations is preferable including good knowledge of CAFM, web-based software, IT best practices, industry trends and customer service delivery.
- Understanding and experience of the retail industry desirable
This is a 40-hour per week role, working 7am - 7pm across 7 days, therefore flexibility is required.
For this role you'll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!
In return for your hard work we would offer you:
- Salary: £35,000 per annum, depending on experience
- Up to 4% discretionary bonus scheme, subject to achievement of targets
- 25 days annual leave + Bank Holidays
- Generous contributory pension scheme of matched contributions between 5% and 6%
- Life Assurance
- Learning & Development opportunities
- Funded Training Sponsorship Scheme
- Cycle to Work Scheme
- Healthshield Scheme
At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation
To be considered for this position please submit your application via the 'apply' button.
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