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Customer Experience & Performance Manager

Position:
Management
Package:
£40,000 - £45,000
19 Nov 2020
Job Type:
Permanent
Duties/Responsibilities
We are currently recruiting for a Customer Experience & Performance Manager to be based at Porton Down, Salisbury. At times you will be travelling between Portsdown West & Fort Halstead. 
 
Working hours
8am -4.30pm Monday - Thursday 
Friday 8am-4pm 
 
Job purpose:

To identify and implement improvements to any part of operations. Utilising team resources and data analytics to achieve specific goals focused around improving customer satisfaction and increasing performance of legislative and contractual compliance.

To build a strong relationship with customers and stakeholders to drive Customer feedback to identify opportunities for improvement, growth and then manifest these into measurable strategies.

Lead business process improvement opportunities, demonstrating value for money and innovation.
 
Principle Accountabilities: 
  • Focus on building relationships with key customers / departments and act as a point of contact for customer queries and feedback
  • Utilise service excellence skills to develop and take ownership of relationship plans for the Senior Management Team with key Customer stakeholders
  • Drive customer feedback response rates and action any required improvements resulting from general feedback, compliments or complaints, with the aims of improving Customer satisfaction and Net Promotor Score
  • To manage and support the compilation and implementation of a focused Service Excellence Programme at client site, including customer surveys, monitoring feedback, organising and facilitating improvement workshops, attendance at customer groups
  • Identify and implement operational improvements to ensure the continued provision of high-quality service to customers
  • Identify potential business improvement projects and create business cases to present to the SMT for approval
  • Support and lead Structured Improvement Activities following ‘Lean Six Sigma’ methodology and tools to deliver efficiencies and process improvements
  • Monitor and track benefit realisation
  • Where appropriate work with client and SMT to develop plans for expanding and enhancing EMCOR’s service offering
  • Own and lead Innovation on the Account and implement a plan which will include Sustainability and Cost Savings and demonstration of Value for Money
  • To identify best in class processes and procedures (FM Industry or EMCOR UK), deploy at Dstl and share best practice, ensuring the use of ‘Lean Methodologies’. Map processes into a suite and communicate these with key stakeholders
  • Analyse data and trends to monitor performance in line with the Service Level Agreement. Identify areas for improvement working with the Operational teams to ensure that root causes are identified so that Key Performance Indicators are achieved
  •  Support Management Information and reporting both internally and externally
  • Map out all reporting requirements and then produce and automate where possible, not limited to but including the monthly report and other key metrics
  • Create interactive dashboards for demonstration of statistics and data
  • Visualise reporting with the Operational teams so ‘live’ and up to date data can be provided to the operational teams to drive performance
  • Support production of the Forwards Maintenance Register and Support Asset Data / CAFM requirements
  • Responsible for requesting and controlling access to IT systems for employees and Customers and any required IT / Systems changes
  • Work to and lead on ISO44001 standard for Collaborative Working Relationships
  • To attend formal site meetings with the Client in a prepared and professional manner
  • To carry out other duties as may be reasonably requested from time-to-time by EMCOR Group (UK) plc
  •  Ensure work is performed in adherence with company policies, procedures and standards and Health and Safety legislation and statutory regulations in order to maintain the integrity of operational activities and safety of employees and provide high quality service to customers
Person Specification
  • Excellent Customer Service skills and demonstrable experience within a similar role
  • In depth knowledge and experience of building Key Customer Relationships
  • Customer Service qualification
  • Experience of writing business cases
  • Academic qualification such as Degree desirable
  • Smart, presentable appearance
  • Personable and approachable
  • Good communication skills with a strength in written communication
  • Excellent IT skills (MS Office)
  • Flexible and adaptable 
  • Lean six sigma qualification would be advantageous
  • Must be willing to work at and travel to all Dstl sites (Porton Down, Portsdown West and Fort Halstead), where one site will be your base.
  • Knowledge and Experience of Facilities Management preferred.
  • Driven and Proactive Individual who uses initiative and can take ownership
  • Must have excellent process and business improvement background
  • Experience in preparing and presenting recommendations
  • Be data-driven in decision making, leading and navigating team members through ambiguity by making evidence and/or values-based decisions to prioritise strategically
  • Full UK driving licence
  • Must be able to obtain SC level clearance 
 
Benefits
  • 25 days annual leave
  • Auto enrol pension
  • Flexible benefits available (retail discounts, reduced gym memberships etc)