Head of Reactive Programme

**Job objectives and responsibilities**
- Ownership and responsibility of the Reactive Service Delivery.
- Accountable for overall UK & NI Reactive service delivery and day to day operations
- Demonstrate a high level of professionalism, communication and relationship management.

**Main Duties**
- Arrange regular meetings and reactive operational reviews with the client to provide feedback on all aspects of performance.
- Be the main client interface for all reactive escalations
- Achieve and maintain a green reactive scorecard, ensuring service credits are not imposed.
- Own and drive our help desk team, ensuring client KPIs are achieved and streamlined processes maintained.
- Strong client and stakeholder communication is essential to the success of the reactive service and you will be expected to develop and maintain the confidence and respect of your stackholders.
- Ensure the values of the client and MITIE are understood and upheld by all those associated with the account from respect, innovation and accountability.
- You will seek to lead by example at all times and ensure that your management team share in your drive to deliver a world leading service, not only for delivering exceptional standards, but equally for developing a one team culture across all geographies.
- Drive a service excellence culture among the operations and support teams.
- Excellence: motivate, develop and engage with the workforce to build something special in every area of activity
- Simplicity: provide clear lines of interface and accountability to enable effective decision making
- Develop and maintain improvement plans in the reactive space, both in the short and longer term, bringing ‘added value' to the account in a positive teamwork mindset with SME,s other central departments.
- Lead the reactive team by creating an open and honest working environment that stimulates, promotes equality of employment, rewards/ celebrates successes and constructively learns from mistakes.
- Pro-actively managing H&S, through ensuring we provide a safe working environment, engendering & maintaining a safety driven culture, ensuring all legislative & company policies, processes and procedures are adhered too
- Drive an employer of choice culture resulting in appropriate levels of employee satisfaction, performance and engagement.

**Person Specification**
- Tackle problems creatively and possess excellent organisational skills
- Able to represent MITIE effectively at both internal and external meetings
- Leads by example in all role activities
- Acts at all times with a high level of honesty, integrity, loyalty and respect
- Has an analytical approach to finding solutions
- Experience in the FM industry - Telecoms specific an advantage
- Achieving stretching budget targets
- Excellent listening and probing skills
- The ability to work in a fast-paced environment with an exceptional work ethic and individual accountability as a prerequisite
- Able to handle multiple priorities, work under pressure and ensure delivery against challenging SLAs
- The ability to handle complaints and difficult situations in a patient, calm and effective manner.

**Health and Safety Responsibilities**
- Follow Group and company policies and procedures at all times;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
**Note**

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.