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Role: Project Manager
Location: Covering South East England
Hours: Mon to Fri Full Time Permanent
Salary: £40,000 to £50,000 plus £4800 Car Allowance & bonuses
The role of Project Manager is critical to the customer journey. As the eyes, ears and voice of the customer and Company, the Project Manager is a key role in service delivery. It is vital that the Project Manager is technically adept and knowledgeable of the Company’s product range and able to understand the mechanics of bathroom installation to identify and resolve challenges during the process. Working closely with the installer base in geographical area, the Project Manager must retain a skilled and capable base of installers that can be relied upon to deliver stunning customer service.
Effective communications are key in this role and the Project Manager must be able to demonstrate empathy with our elderly and vulnerable customers in accordance with current legislation including but not withstanding FCA/Tier 1, GDPR, CDM, CPUT and Vulnerability encompassed in operating with the highest standards of ethics. Communication is key to maintain and develop our Customer Service proposition alongside our Values, Vision and Mission. A positive and supportive working relationship with our Sales Advisors is also key, and the Project Manager is expected to work with the Company to maintain a high standard of advice and product knowledge in this area. Building and maintaining relationships with the internal operations team is essential and the Project Manager must work in collaboration and close partnership with colleagues across the organisation.
SURVEYS
- Understand customer needs and produce a clear, concise and accurate technical survey that provides a workable solution defining bill of material, labour, skill set, customer needs, logistics instructions and risks; in customers home to enable right first-time installation. The technical survey is to be returned to the office within 24 hours of completion.
- Engage with the Sales team to provide ongoing training and facilitate the improvement of installation sales, providing technical support and feedback, where appropriate.
BUSINESS & CUSTOMER OWNERSHIP
- Maintain the contract with the customer, instilling confidence and trust. Resolve Sales Advisor oversights to retain the customer.
- Maintain oversight of operational activities in your area and identify at risk installations that require attention.
- Manage reactive and warranty issues to reduce cost and improve profitability whilst service is the primary goal.
- React and resolve high level issues, working towards proactively reducing customer issues.
- Understand agreed KPI’s – days to install, overruns, outstanding surveys, complaint resolution, 2 week closure report and cost, including time codes.
- Work smart, effectively and collaboratively manage your diary to suit the needs of our customer and the organisation.
INSTALLERS
- Maintain a skilled, customer focused, best in class and operationally effective installer base. Perform assessments where required to the company standard.
- Influence installer job allocation, based on skill set.
- Take ownership of installations and ensure all parties (customer, installer and office) are engaged and communicated with clearly and concisely.
- Engage in continuous improvement strategies that improve the skills and knowledge of existing and new installation resource to reduce customer issues, improve service and reduce cost of quality.
- Occasional weekend phone cover is required on a rota system, to support live installations taking place.
- Be commercially aware and understand the part you play in the overall financial performance of the company.
