A senior, high profile role encompassing both the strategic development and hands-on operational management of the account. To effectively and proactively manage the customer account ensuring the smooth running of Helpdesk functions and successful delivery of supply chain service across the estate. Driving operational improvement to ensure first class relationships and the delivery of exceptional customer service levels are achieved at all times. To identify and support the development of business opportunities and the maintenance / continuation of long term relationships. Develop and deliver our service models in line with our strategic organisational objectives.
Ensure the effective management and execution of policies and procedures, including Health and Safety and Quality Assurance in the delivery of service contracts.
Continually look for innovative ways in which to develop the service delivery which will add benefit to the customer
Ensure KPIs and SLAs across entire account are achieved and improvement plans are implemented where required.
Seek continuous improvement on the delivery of the service to the customer, which includes:
- Continuous achievement of contract and business objectives and targets
- Man management and motivation
- Health, Safety and Environmental
- Financial performance of contract
- Client liaison and satisfaction
- Evaluation of workloads against manpower requirements
Ensure the relevant supervision levels are maintained and that the necessary levels are empowered to make decisions to ensure prompt solutions for both our business and our customers.
To engender a team ethos with all the staff to ensure the whole team is working harmoniously and delivering to a common high standard.
Arrange and chair team briefs/meetings/workshops (to be formally recorded) involving the management team to ensure all staff are kept well informed of contract performance.
Carry out staff appraisals for direct reports setting out training and development programs as required.
To ensure all contract specific procedures are implemented these will include emergency and escalation processes, as necessary in the delivery of the service.
Produce monthly reports for the Client in the agreed format
Please apply or call Paul on (phone number removed) to discuss further