Reactive Operations Coordinator

2 months ago

Lincoln, United Kingdom Fen-Bay Services Ltd Full time

**Job purpose**

To coordinate Engineers by region ensuring works are planned and that engineers have access to required materials and tools, whilst working to KPI’s & SLA’s. Liaising directly with Customers, ensuring customer portals are updated accurately.

**Main duties**
- To abide by & promote health & safety, ensuring all approved policies & processes are followed.

**Customers**
- Deliver an excellent service delivery for both regional & key account customers
- Deliver a service that meets customer SLA’s and KPI’s
- Achieve ‘turn around’ times on jobs so they are within agreed SLA’s
- Drive AWR quality through engineers to meet customer spend criteria thresholds
- Deliver ‘first time fix’ through engineers
- Keep customer updated throughout; and deliver bad news first

**Operations**
- Assist Regional Support with logging and issuing call out’s
- Check engineers are following ‘Safety Absolutes’ during telephone conversations/FaceTime calls
- Check plant/equipment is correct with engineer BEFORE attending to reduce avoidable down time
- Plan work in advance based on supplier delivery dates
- Keep engineers productive by ensuring there are always ‘floating’ jobs on their vans/servicing
- Forward plan engineer resource to cover high workloads/planned holidays/peak periods
- Check all completed jobs in ‘real time’ and action accordingly
- Action ‘AWR’s immediately and/or first job following day from OOH call outs
- Promote a strong health and safety work ethic.
- Preparing Health and Safety documentation/Risk Method Statements

**Financials**
- Achieve monthly regional target
- Actively reduce ‘aged’ jobs to achieve agreed SLA’s and KPI’s
- Ensure ‘Van Stock’ and ‘Container Stock’ procedures are adhered to and stock replenished
- Check ‘black stock’ stored in Warehouse 2 is maximised, prior to ordering any materials externally

**Reporting**
- Achieve daily, weekly, monthly routines
- Update all systems in ‘real time’ for clear visibility
- Report on poor data quality and/or data issues within agreed time frames
- Report on warranty / call back / non-productive activities within agreed time frames

**People (direct reports; engineers)**
- Lead by example; and challenge inappropriate behaviour
- Attendance, absenteeism, performance management, HR issues
- Report any identified training needs

Any other duties as required

**Benefits**:

- Life insurance

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Lincoln, LN5 0ND: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 1 year (preferred)
- Administrative experience: 1 year (preferred)

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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