Support Coordinator

2 weeks ago


StokeonTrent, United Kingdom Davies Group Full time

**What we’re looking for**

Joining Davies Repair and Response as a Network Performance Coordinator means you will report to the National Network Performance Manager responsible for managing a network of contractors delivering home emergency repairs on a 24/7 basis.

**Duties and responsibilities**
- To ensure the requirements of the Head of Davies Repair and Response, National Network Performance Manager and Network Performance Team are adhered to.
- Maintain a system of accurate and regulated administration for Repair/Response networks, from first contact to termination and retention cycles.
- Undertake performance measurements of the networks and deliver appropriate corrective messaging to contractors, through use of operational/SLA MI, covering requirements set out in the Introducer Agreement and as amended by individual client requirements.
- Work in collaboration with Group Customer Relations to support complaint resolution, including arranging arbitration visits, as required.
- Accurate record keeping; contractor and operator files, site visit logs, contractor/operator reviews, and other records, as required (including H and S observations/risk assessment data captured on audit forms).
- Action Regional Performance Manager site visit reports/audits, including (though not limited to) capturing and recording leakage refund requirements and collecting such in good time.
- Effective diary and Outlook Calendar handling for purpose of arranging site (audit) visits, complaint visits, and contractor review visits.
- Daily monitoring of contractor/operator files to ensure compliance (e.g. current insurance certificates, tracking SAFEcontractor records, H and S records etc).
- Action MI reports (operational, SLA, performance etc) and produce timely output requirements for either engaging direct with contractors, or enabling RPM’s to target performance improvements. Produce ad hoc database reports for same purpose, as required.
- Analysis of reports to extract patterns and provide accurate information for RPM’s and contractors.
- Contractor postcode allocation - understand geographical coverage issues and allocate postcodes accordingly, in collaboration with Head of Davies Repair
- Observe key regulatory requirements, including adherence to Bribery Act, TCF and DPA provisions.

**Skills & Experience**
- A professional and adaptable communication style - both written and verbal;
- Efficient administrative skills;
- Strong numeracy, literacy, and IT skills;
- A proactive attitude, and an enthusiastic approach

Usual working hours are Monday - Friday, 9:00am - 5:30pm. However, as the business operates on a 24/7 basis the individual must be flexible and prepared to work occasional evening and weekends to meet business demands.

**Location**

Home working / office based role as per business requirements

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Referral programme
- Wellness programme

Schedule:

- 8 hour shift

Work Location: One location


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