Retail Installation Manager Job Vacancy in Optiplan Kitchens Ltd Swindon – Updated today
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Company Name : Optiplan Kitchens Ltd
Location : Swindon
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Job Description : Home Decor Group is a leading supplier of contemporary bedroom furniture and kitchens to the DIY, construction, domestic and new-build markets.Under the Spaceslide brand, we create stunning fitted wardrobes, sliding wardrobe doors and freestanding furniture, including a range of functional modular based storage solutions which are used in both home living and home office environments.Under the Optiplan Kitchens brand, we have a proud history of cabinet making spanning over 30 years. We are now one of the UK’s leading kitchen manufacturers and retailers, selling high quality, handmade kitchens from a network of showrooms across the country. We offer a wide range of bespoke kitchen furniture designs from the classic to the contemporary.We are currently recruiting a Retail Installation Manager (Bedrooms & Kitchens) to work within our national installations team.The role will be field based in the Swindon area.Salary is £45kStandard hours of work are 37.5 hours each week, worked 8.30 am to 5.00 pm, Monday to Thursday and 8.30 am to 2.30 pm on Fridays. Flexibility will be required to full meet the requirements of the role.23 days holidayPension and life assurance schemesHealth Cash PlanEmployee discountThe Retail Installations Manager plays a primary role in the project and is responsible for its successful completion. The role is to ensure that the project proceeds within the specified time frame and under the established budget, while achieving its objectives.1. Purpose of the Rol1. Purpose of the Role Management of all retail installations under our Optiplan and Spaceslide brands, within domestic properties including supervising/overseeing all co-ordinated employed and sub-contract Installers and trades working on the job.Conduct a minimum of one site visit per job to ensure Customers’ expectations are managed throughout the duration of the job.Oversee the first stage practical completion sign off for all full-scope jobs and ensure any issues are clearly agreed and signed off by Customer on Field Aware.Pro-actively scope the job prior to commencement to ensure all materials specified are correct and rectify areas of concern to ensure a Right First Time installation.Active management of remedial activities, ensuring prompt resolution to maximise customer satisfaction.Recruitment, induction, appraisal and compliance management of all field based sub-contract Installers in line with sales order bank.Conduct plot readiness and progress checks for new and live jobs.Manage, audit, monitor and review processes to ensure Right First Time installations against relevant management KPI’s.*Support the management of cost control across the region including the authorisation of Installer invoices.Review ongoing Field Aware compliance and any associated training requirements.Pro-actively communicate and work closely with all key stakeholders such as showroom sales, surveyors, order process and admin functions.Actively seek ways of improving customer experience and drive high quality customer service.Attending to customer escalation and warranty issues where required.*Conduct regular Installer quality, delivery and Field Aware audits, along with Toolbox talks and Health & Safety audits.Regularly appraise sub-contract Installers ensuring KPI targets are achieved. Ensure all sub-contractor records and compliance to the Optiplan Installer Service Level Agreement are maintained.Key ResponsibilitiesForecast & Resource Planning Liaising with the sales force to understand forward order book by showroom to ensure the required level of installation resource is always available. Review shortage and small parts reports daily to proactively identify issues that may impact Customer deadlines. Ensure specific customer requests are visible, understood and business owned. Vetting and appraisal of sub-contract field Installer resources. Initiate quarterly review meetings between showrooms, surveyors and Installers to actively share feedback and drive continuous improvement across all departments. Work with the Installation Planner to ensure jobs are planned to meet customer’s timescales/expectations.Customer Relationship Management Ensure a single point of contact/escalation route for Field Operations is communicated to the customer before work commences. Work with the Internal Account Managers to ensure customer communication is fluid and responsive with assurance throughout the duration of the job. Visit jobs before and after installation to actively manage Customers’ expectations throughout the journey. The exact frequency of site visits is to be determined by customer type and complexity as appropriate to successfully manage the job. Engage with Installers daily to check job progress and to resolve issues. Maintain high levels of customer satisfaction through promptly and effectively responding to requests, queries or complaints and monitoring progress. Ensure satisfactory and prompt completion of any remedial works ensuring these are prioritised and escalated as appropriate. Oversee sign-off process and overall customer satisfaction.Installation Quality & HSE Audit sub-contract installation quality against Optiplan Installation Manual. Audit Installer manual handling and general Health & Safety audits. Ensure all RAMS are generated and maintained. Conduct Toolbox talks.COVID-19 precaution(s):Remote interview processPersonal protective equipment provided or requiredPlastic shield at work stationsTemperature screeningsSocial distancing guidelines in placeVirtual meetingsSanitisation, disinfection or cleaning procedures in placeCompliance Management Ensure sub-contract Installers are compliant with using the planning system. KPI adherence for sub-contract Installers. Attend twice weekly calls to run through Field Aware activity and review remedial entries and COPQ data from Power BI system. Review COPQ data and ensure a full root cause analysis is conducted, and learnings trained out to the relevant Installer/s, where required.Ensure both employed and sub-contract Installers are compliant with Field Aware, specifically with regards to updating job status, and compliance on taking relevant photos and gaining completion signatures, which will trigger the completion note and our ability to invoice the Customer. Review and initiate contra-charges for sub-contractor cost of poor quality. Undertake Customer care inspections with follow on actions, as required. Identify remedial items on the small parts report that are no longer required and cleanse monthly. Initiate regular review meetings with sub-contract Installers. Supporting the Installers to provide the service and quality standards by Optiplan.Administration Work with Internal Account Managers to ensure remedials are reported, communicated and ordered promptly. Maintenance of SMART system. Manage and update Installer database, ensuring all records are maintained and up-to-date. Aged jobs report Customer progress reports. Verifying and authorising Installer remedial invoices. Liaising with third parties such as Granite suppliers. Small parts report. Shortage report. Power BI COPQ report. Standard Operating Procedures4. Key CompetenciesFlexibilityIs flexible and embraces change at every opportunity. When circumstances change and they keep projects and goals on track by changing the approach they take. Flexes the approach to fit the person or situation faced.Leading and SupervisingHas a positive ‘can-do’ attitude with the ability to engage and relate to both customers and colleagues on all levels. Goes beyond day to day management to ensure the team has all the resources, training and support required for their long-term success.Communicating and InfluencingConsiders and adapts the influential approach used to fit the specific needs of the individual.Continuous ImprovementPro-actively looks for ways to make specific changes aimed at improving performance of self and/or others. Works relentlessly to overcome any obstacles or barriers to success.Accountability and Customer ServiceGoes beyond expectations to provide assistance during critical periods and/or adds value to the customer. Manages the customer, their expectations and takes ownership of the relationship.Able to demonstrate genuine empathy with customers and a determination to give them the best customer experience possible.DecisivenessLooks ahead in the medium term to identify potential issues or opportunities and proactively takes action to resolve/capitalise on these.Problem SolvingMakes sense of and resolves problems by using a common sense, simplistic approach to identify possible solutions. Breaking down information to understand underlying issues, develop alternative solutions and conduct a thorough root cause analysis to prevent re-occurrence.Developing OthersProvides specific positive or constructive feedback for the purposes of development and provides individualised suggestions for improvement.Managing PerformanceActively manages performance of team against management KPI’s and address underperformance/training requirements as necessary. A.I.R. – Assess, Improve, Remove.Planning and OrganisingAble to work independently and take control of own day/workload. Exceptional time management, forward thinking and advance planning ensuring targets are achieved, and deadlines met.Adapting and Responding to ChangeCan adapt and respond to change in line with strategic company growth and changing environments and situations. Able and open to embrace new ideas with a positive attitude.Conflict ManagementReconciles team and customer conflict with a calm demeanour to decipher the facts and present a balanced analysis to successfully appease/resolve the issue.5. Work Experience & Key Skills Required Experience working in the KBB industry (preferable but not essential). Experience of working in a customer facing role and working within occupied consumer homes. Significant experience of delivering high quality customer service and dealing with customer service issues in consumer environments. Proven track record in recruiting, managing and leading teams of sub-contract Installers. Proven experience of implementing process change within an installations team. Can demonstrate good numeracy skills and high levels of accuracy. Experience of implementing and managing Key Performance Indicators. Computer literate with experience of using of Microsoft software including Excel and tablet/smartphone app-based programmes. Can demonstrate an ability to read, understand and translate technical drawings for installation purposes. Proven experience of analysing and diagnosing problems and implementing effective solutions. Must be flexible on working hours and be prepared to travel to various locations. Full UK clean driving licence essential. Ability to communicate effectively at all levels with excellent interpersonal skills. Experience of working to deadlines and prioritising workloads for self and others. Can demonstrate a positive and pro-active management style, with the ability to engage with passion, energy and pride. Can forge key relationships with internal and external customers. Experience in developing internal relationships with all business functions to promote and educate understanding of customer needs to ensure customer service and satisfaction is maximised. Ability to demonstrate your management skills through performance management, coaching and developing. Exceptional leadership skills, drive and resilience with a high emphasis on the customer journey.Must be self-motivated and have the ability to work as part of a team and on their own.Job Types: Full-time, PermanentSalary: From £45,000.00 per yearBenefits:Casual dressCompany carCompany pensionEmployee discountLife insuranceSick paySchedule:Monday to FridayCOVID-19 considerations:We operate a Coronavirus Safe Operating Procedure at all of our facilitiesExperience:Project management: 5 years (preferred)Technical Drawing: 3 years (preferred)Kitchen & Bedroom Installation: 3 years (preferred)Licence/Certification:UK Driving Licence (required)SSSTS Certification (preferred)SMSTS Certification (preferred)CSCS Card (preferred)
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