Quality & Performance Manager

Linsco Ltd. ,
London, Greater London
More Details
Salary: £40000 - £45000 per annum

Overview

JOW1/137591 Quality & Performance Manager Edgware Up to £45,000 Summary of Role: Working as part of a dedicated project team that is committed to excellence and offering maximum flexibility in supporting customer service delivery and performance. Operational across the full spectrum of Facilities Management functions joining a new team. Excellent and fully integrated customer orientated service and driving forward improvements to stakeholder customer satisfaction underpins all aspects of the services delivered by the project management team. Based in Watford reporting to the Project Manager, the key responsibilities will involve: Management of customer service and to ensure the project objectives are met or exceeded Ensure that the helpdesk and performance management aspects of the project are fully understood by the project team and embedded in the operation of the project Pursue own professional development and provide guidance and support to develop other project staff Provide clear and accurate data for reporting the operational performance of the project Oversight of project digital tools including Maximo VNEXUS CAFM system Client reporting and presenting monthly reports Social value and stakeholder business development initiatives Key Customer Contract Deliverables: Government owned property company responsible for buying and developing sites in England for Free Schools to generate new school places to meet community demand Acquisitions-securing sites for free schools at the best market price, Asset Management -set-up, management, innovation / value add Keep safe and statutorily compliant Reduce costs and generate income Protect vacant possession Mixed Use Schemes -Schools plus non-educational complimentary uses (Residential, Retail, Leisure etc.) Disposals-Securing higher value alternative use planning permission Providing advice to the Department for Education (DfE) and other bodies involved in education provision on property and site issues Tasks & Responsibilities: Management of the Customer Service and Performance Team Production of monthly performance report Production of monthly KPI and SLA scorecard Guaranteeing a strong track record of leading customer service/helpdesk teams and a good communicator Ownership of the CAFM Platform and Management Information System ensuring the deliverables of the project are being met and all data, assets and associated records are updated, all dashboard and reports are operating and accurate Set up, maintain and monitor progress and report against specification dashboard ensuring all deliverables are met in accordance with the Contract Continually review contract KPI and SLA performance statistics and act accordingly to maximise operational performance including KPI reporting and mitigation events Review KPI trends, work completion performance analysis including supply chain Ensuring the Team maintain service call function and deliver agreed SLA's and communicating to the requestor regarding work order status Customer Satisfaction and Stakeholder engagement Ability to operate at a strategic level working with clients and various stakeholders towards a common goal Create a Communication programme and Stakeholder and Community Plan To manage client expectations, take ownership of client escalations and deliver satisfactory resolutions for compliments and complaints. Delivering results on a monthly. Rollout and ongoing management of Project Digital Tools Development of MYMI platform - customer dashboards Deployment of Senrikey - site access keyholding solution Deployment of Microsoft Forms - digital site access booking form Deployment of VForms - supply chain reporting into VNEXUS Relevant Experience: Enhanced DBS Clearance Relevant facilities management industry, helpdesk and customer service membership The successful candidate must have a good understanding of the facilities management industry, have worked in a customer service function previously and have a good working knowledge of Maximo CAFM System and IT Applications If you feel that you have the relevant experience to be successful in this position and would like to find out more please apply online today attaching a copy of your current CV. Due to the vast amount of applications that we receive, it is not possible for us to contact all applicants; therefore only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected. Linsco are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence. PLEASE READ the Privacy Policy in regards to personal details: http://www.linsco.com/special-pages/privacy-policy

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