Service Administrative Coordinator

Brief Job Description: 

As the National Regional & Finance CRM you will be responsible for managing a team of Customer Relations Managers within the Regional & Finance business sector. Your objective will be to drive your team to continually add value to their accounts through orchestrating the business to deliver a proactive service and service improvements to meet and exceed our client’s expectations.

With your good technical understanding of the Critical Power infrastructure, you must be commercially astute, with the ability to understand how our clients' businesses work.

You must be able to lead and generate respect and motivation within a multi-disciplined team and have a sound theoretical and practical understanding of Service Management principles, along with first class relationship building skills.

Responsibilities and Measurement Criteria with Time investment Needed on Each: 

(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)

Customer Relations Management:

• To manage a team of Customer Relations Managers who will own & manage key customer accounts within their specific business sector.
• To develop a strategy for utilising your CRMs to improve contribution/profit on all revenue stream of their accounts.
• Responsible for your team reaching or exceeding budgeted financial & operational targets. 
• You will play a key role in our attempts to grow and develop all service revenues throughout the UK operation and tie in closely to our Sector driven Product Sales teams.
• Proactively manage and present reports & reviews on remedial sales, contract revenue, gross profit margin and overall operational performance of your team.

General:

• Provide consistency across your team in the delivery of services ensuring our processes and procedures are implemented and adhered to.
• Manage resource levels, delivering services within deadlines and seeking to improve resolution & customer service whilst maintaining staff morale.
• Foster excellent customer relations.
  • Create an environment in which personnel are encouraged to contribute to the development of the Department and their own careers.

QHSE:

• To adhere to the company HSE policy.
• Assess and control all risk (health, safety and environmental) identified for all standard activities and premises. Identify and comply with all relevant legislation.
• Ensure all our suppliers, contractors and subcontractors are vetted, approved and appropriate for use.
• Ensure safe working practices with appropriate procedures, prevention measures & precautions are in place.
• To assist with the reduction of adverse events; incurring no lost time events or high severity events.
• To increase awareness of the management system and elements of operation. E.g. health and safety and environmental management.

Human Resources:

• Ensure that individuals within your team have the required skills and experience to meet their budget and objectives.
• Develop and agree the personal objectives of key staff within the team to achieve their section's budget and targets.
• Ensure annual appraisals are undertaken in a timely fashion.
• Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in, all relevant client-related activities.
• To ensure absenteeism is minimized.

Reporting:

• To ensure the delivery of KPI’s, including Contract delivery, customer satisfaction and financial delivery within set budgets.
• All KPI’s and reports will be discussed and agreed with yourself. Examples of areas to be reported upon are, Maintenance program to date, delivery of SLA’s, Non-Contract sales revenue & margin, etc.
• Provide NCRM with feedback on both Operational and Financial performance.
• Provide NCRM with statistics on Contract status, Asset management and forecasting/trending.

Qualifications:

Required/ Minimum Qualifications:

• At least 5-10 years’ experience in the Electrical / Electronic support industry in a range of positions to give a high level of knowledge of, Key Account provisioning, Customer management and Safety Procedures.
• HNC / HND in Electrical / Electronic engineering / or equivalent.

Additional / Preferred Qualifications:

• Ideally educated to degree level with a technical background.
• Strong financial management & IT skills.
• Strong focus on customer satisfaction and long-term customer relation building. 
• Excellent organizational and time management skills.
• Excellent written and verbal communications.
• Commercially astute with good negotiation skills.
• The ability to successfully interface with various departments and personnel in potentially stressful situations.
• Proven Team Leader with ability to inspire top performance.

Physical & Environmental Requirements: (To be used majorly for manufacturing jobs.)

• None

Time Travel Needed: 

• None