Head of Customer Operations - Technical Services

Would you be interested to join a leading facilities management company with a reputation for excellence?

Atalian Servest is currently recruiting for a Head of Customer Operations to join our passionate and driven team!

Reference: /JF/08–11/83/24

Job Title: Head of Customer Operations – Technical Services

Contract: Permanent, Full–Time

Location: Glasgow

Reporting to the Chief Operating Officer for the Hard Services Business, the purpose of this role is:

Strategic management of the helpdesk team to ensure high levels of customer service, resource management & service delivery.
Carry out a review of the current helpdesk facility to develop a programme of improvements for greater effectiveness and enhanced customer experience
Ensure Helpdesk service is delivered in line with Technical Services business processes
Set up customer forums and attend with a view to understand existing experiences and suggest and bring ideas for improvement to life
Exceed client expectations in the delivery of the Helpdesk Operational services
Lead in effective communications with the operations and client teams
To ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
Effective tasking and direction of engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI's.
Work in conjunction with the Operations Managers, Account Managers to ensure seamless management of contracts.
Analyse data from Helpdesk reports to understand trends and patterns and present findings at monthly meetings
Act as key point of contact for engineering workforce and sub contractors.
To ensure administrative upkeep of information management systems at all times, including contract files.
To provide weekly status reports to the Operations teams on PPM and Reactive jobs.
To provide contract information on a monthly basis to Operations Directors & Managers/Account Managers for contract reports.
To assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
Take health and safety into consideration during all works with support from management.
Ensure compliance with Atalian Servest AMK Limited Quality Management System and be instrumental in implementing the procedures and instructions with particular attention to the areas of responsibility listed on the document.

The key responsibilities of this role are:

Lead PPM and statutory planning in CAFM system to contract specifications
Lead PPM Sub Contractor works, including timely issue of accurately worded and costed purchase orders
Conduct weekly/monthly labour planning meetings with Account Managers
Schedule and manage all PPM and statutory testing works.
Ensure clients are kept informed in advance of planned preventative maintenance and sub contractor visits.
Ensure PPM schedule is resource planned and delivered in line with KPI's
Collate and manage all sub contractor PPM reports as required through the team
Produce relevant information and updates required for inclusion in client/contract reports.
Ensure client systems are updated within set timescales
Allocate all reactive, quoted and planned maintenance works to engineering workforce and/or sub contractors via resource planner.
Plan and manage engineering workforce and sub contractors to ensure satisfactory and timeous completion of works to eliminate non productive time
Job by job communication and tracking of engineering workforce and sub contractors to ensure CAFM systems are accurate and up to date.
Manage all outstanding reactive, quoted and planned maintenance works to ensure timeous completion of works to eliminate non productive time.
Ensure time on site for reactive, quoted and planned maintenance works are within contract budgets/spend limits.
Manage sub contractor services to ensure timeous completion of works.
Work within set guidelines and procedures to meet set deadlines.
Carry out additional tasks as determined by line manager.

The successful candidate will meet the following selection criteria:

Extensive leadership and management skills, including the ability to influence outcomes and motivate a team
Essential that candidate has experience in helpdesk management in a fast paced facilities management environment
CAFM system experience in system such as Concept, Maximo etc.
Meticulous eye for detail
Capable of operating in pressurized fast paced environment
Calm and methodical approach
Experience of leading change and driving change awareness within a complex and geographically dispersed organisation.
A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
Solid experience of the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
Excellent communication skills including presentation and written report writing.
Good PC skills, including advanced Excel, MS Teams, SharePoint
A self–motivated person who is target driven and possesses the ability to work on their own initiative
Excellent communication and interpersonal skills

Benefits:

Paid Holiday.
Employee Referral Scheme.
Learning and development opportunities.
Supportive working culture and future progression opportunities.
Mobile, legal, bicycle, breakdown, and retail discounts.
Eye test and glasses reimbursement.
Cycle 2 work scheme.

How to apply?

If you are interested to join a business that encourages professional development, career progression and entrepreneurial spirit, then please click apply and we will be in touch soon!

*** STRICTLY NO AGENCIES ***

Atalian Servest won the IWFM Impact Award 2021 for Diversity & Inclusion.

Atalian Servest are an equal opportunity employer and are proud of the diversity represented across our business.

We actively encourage applications from talented and qualified individuals regardless of race, gender, ethnicity, religion, sexual orientation, disability or age.

The IWFM Diversity Initiative award is one of the most significant in the UK facilities management sector. Winning recognises and commends several initiatives that Atalian Servest have introduced in the last 18 months; CHROMA, Opportunity and ONE.

CHROMA is a colleague–led Diversity & Inclusion platform, comprising of three networks; LGBTQ, Physical & Mental Health and Race, Ethnicity & Faith networks. The aim of the networks, who are supported by UK & Ireland board sponsors, is to champion inclusiveness, improve company policies and governance, and to empower all colleagues to use their voice for proactive change.

Opportunity was created with one core purpose – to provide accessible and equal learning opportunities for all of our colleagues. The interactive Learner Experience Platform aims to develop our colleagues as independent, confident, and successful individuals.

Lastly, ONE is the Atalian Servest innovation challenge. Open to our 28,000 strong workforce, designed to encourage our colleagues to think outside of the box, allowing us to foster a culture of innovation and divergent thinking.

The driving force behind the At