Job Overview:

To become the UK’s supplier of choice in the Retail High Street, delivering consistent, innovative and best in class operational solutions.

Main duties and responsibilities:

• Provide relevant data for the sector and customer
• Use live data to drive the RHS operation
• Ensure KPI and contract outcomes are met
• Ensure all processes are followed by Operations Centre team
• Provide leadership to the Operations Centre team
• Operate in a safe and controlled manner
• Ensure Contract and Sector H&S requirement are met
• All Required RAMS are in place
• Monitor and drive Contract/ Sector H&S performance 
• Ensure technology is implemented and used to drive performance
• Produce and manage leading indicators to meet contract and Sector KPI ‘s 
• Technology deployed and used
• Contractual and Sector KPI ‘s met
• Recruitment/Line management of resource
• Manage HR related matters
• HR matters communicated and managed as per ISS process
• Using data drive the Operational performance to meet Customer Contractual requirements
• Support and provide relevant financial data
• Data produced is timely and relevant

Responsibilities

Daily Activities:

• Managing all Operations Centre Functions
• Using data systems and processes to direct live operations
• Ensuring all processes are followed to ensure SLA / KPI are met
• Ensuring all contract specification is correct and performance is compliant
• Acting as a central hub for decision making and operational performance
• Implement contract specific processes
• Ensuring adequate resource for a 7-day operation: core hours 07:00 – 22:00
• Collating and producing contract specific and sector data
• Reviewing and compiling client data
• Setting customer service standards for all representatives (SWAHT)
• Managing customer queries to agreed outcomes
• Following up with customers to identify areas of improvement 
• Liaise internally with departments using customer data to drive improvements
• To act as a point on contact when an escalation occurs for suppliers, service partners regional teams and customers
• Managing supplier performance
• Managing systems to reduce missed shifts / vacancies and meet planned and reactive performance KPI 

Weekly Activities:

• Creating daily, weekly reports on all sector and customer MI
• Co-Ordinating daily work and producing MI for sector supply chain
• Co-Ordinating daily work and producing MI for regional teams
• Being the point of contact for operational issues
• Attend Weekly RHS SLT Call / meetings

Monthly Activities:

• Produce Monthly MI for Sector and Contracts
• Hold monthly team meeting
• Attend RHS SLT / meetings 

Essential Skills/Ability

• Customer focus 
• Drives results 
• Directs work
• Collaborates
• Drives engagement 
• Instils trust 
• Demonstrates self-awareness