Home Decor is one of Europe’s leading suppliers of contemporary bedroom furniture to the DIY, construction and new-build markets. See what we do at https://hdhc.com/
We are currently seeking applications for the position of Trainee Installation Manager, based in the Leeds area covering sites located above the M62.
The Trainee Installation Manager plays a primary role in managing installations of fitted bedroom furniture for both contract and retail Customers. They are responsible for ensuring jobs are completed right first time and Installer quality and compliance is prioritised to ensure a ‘best in class’ service is delivered.
This is a trainee role that will lead to progression to a Regional Installation Manager in time, once the relevant training and experience is gained.
Purpose of the Role
- Field-based installation management of bedroom installation work within contract and domestic occupied properties including supervising/overseeing all internal/external stakeholders including employed and sub-contract Installers. This includes being the external primary point of contact and escalation for all field-based issues.
- Work closely with the Internal Account Manager, who will lead the remedial, delivery co-ordination and liaison with internal departments. They will also handle outbound communications to the sites and Trainee Installation Manager.
- Active daily management and cost control of all full plot and remedial activities, ensuring prompt resolution to minimise risk of damage – SAT and remedial notes to be received the same day.
- Pro-active management of outstanding delivered but not invoiced plots across the region to fulfil KPI target.
- Organising and motivating a sub-contract and employed Installer team. Recruitment, induction, appraisal, retention and compliance management of all field-based Installers.
- Monitor Installer compliance using Field Aware and address issues, where applicable.
- Ensure that all employed Installers are equipped with appropriate vehicles, tools, remedial kits and consumables to successfully carry out the role.
- Conduct regular Installer quality audits, toolbox talks and Health & Safety audits.
§ Manage, audit, monitor and review processes to ensure Right First Time installations against relevant management KPI’s.
- Appraise employed and sub-contract Installers regularly ensuring KPI targets are achieved.
- Pro-actively communicate with all members of the installations, sales and internal teams/departments.
§ Support the management of cost control across the region including the authorisation of Installer invoices, where required.
- Understand Customers’ needs and attend to Customer escalation issues around installation compliance, warranty and technical issues. Actively seek ways of improving Customer experience and drive high quality customer service.
- Organise site pre-start meetings and attend regular site progress meetings with contract customers to ensure quality and customer service is delivered to their required standards.
- Overall responsibility for the remote storage hubs/containers within the region.
Key Responsibilities
Forecast and Resource Planning
§ Liaise with contract Customers to understand build programme and CML / priority dates.
§ Liaise with Business Development Manager’s to understand sales pipeline forecast and proactively highlight any areas where Installer recruitment is required.
§ Work with the Installation Planning Team to ensure jobs are planned to meet Customer’s timescales / expectations.
§ Vetting and appraisal of both employed and sub-contract field Installer resources.
Customer Relationship Management
§ Ensure specific Customer requests are visible, understood and business owned.
§ Initiate contract pre-start / progress meetings, Customer performance reviews, explanation of time-scales and process, as required.
§ Ensure that show plots are closely managed following the Contract Show Plot Management Process. Communicate client feedback as required to the internal teams and ensure the Customer is happy with the specification and quality of the show plot/s as this will be the benchmark standard for the entire site.
§ Ensure satisfactory and prompt completion of any remedial works ensuring these are prioritised and escalated as appropriate, working closely with the Internal Account Manager.
§ Monitor sign off process and Right First Time results.
§ Provide escalation route for all parties ensuring one-touch resolution.
§ Carry out Customer and site visits as appropriate.
§ Maintain high levels of Customer satisfaction through promptly and effectively responding to requests, queries or complaints and monitoring progress.
§ Monitor and review site progress and Customer satisfaction through contact with the Customer office, site and utilising Internal Account Manager where appropriate.
Installation Quality & HSE
§ Conduct quality audits for employed and sub-contract Installers against standards as outlined within the Standard Installation Guide and Quality Standards Guide.
§ Conduct H&S audits to ensure Installers are complying with RAMS guidance and industry legislation/requirements.
§ Ensure all RAMS are generated, maintained and uploaded to SharePoint.
§ Conduct and manage compliance of monthly Toolbox talks, as required.
§ Ensure Installers are compliant with reporting H&S issues through Field Aware.
§ Ensure Installers have sufficient hospital kit spares and that these are maintained, as required.
Compliance Management
§ Provide input for daily service call to run through Field Aware activity and review job failures, ensuring any issues are dealt with promptly and efficiently.
§ Review daily 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.
§ KPI adherence for employed Installers.
§ Review and initiate contra-charges for sub-contract Installers for cost of poor quality errors in line with the terms as outlined within the sub-contractor SLA.
§ Undertake Customer care inspections with follow on actions, as required.
§ Initiate regular review meetings with employed regional Installers and sub-contract Installers.
§ Support the Installers to provide the service standards set by the client in line with their SLA and expectations.
Administration
§ Pre-start minutes and RAMS.
§ Health & Safety and Quality Audits.
§ Manage and update Installer records, ensuring they are updated, as required.
§ Delivered but not invoiced (DNI) report.
§ Site specific weekly packs/obligations, as required.
§ Field Aware usage and maintenance – RIM notes to provide clarification to jobs, where required.
§ Power BI reports – Contract tracker, COPQ, van audit, toolbox talk report, soft close remedial, Field Aware job status reports.
§ Standard Operating Procedures on SharePoint.
Work Experience & Key Skills Required
§ Candidate must have a minimum of Maths and English GCSC level or above, with some experience / knowledge / interest of fitted furniture / construction industry – preferred, but not essential.
§ Relevant higher education or vocational qualifications (like a HNC, HND, or degree in Construction Management / Project Management) are highly advantageous.
§ Holding or a willingness to obtain a valid CSCS Card and SMSTS certification as these are generally a mandatory requirement for visiting construction sites.
§ Organised and efficient in work processes.
§ 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 good numeracy skills and high levels of accuracy.
§ Can demonstrate an ability to read, understand and translate technical drawings for installation purposes.
§ Computer literate with experience of using of Microsoft software including Word, Excel and tablet/smartphone app-based programmes.
§ Some experience of analysing and diagnosing problems i.e. with projects or teams and implementing effective solutions and bringing them to success.
§ Can demonstrate a positive, pro-active and assertive approach, with the ability to engage with passion, energy and pride.
§ Can forge key relationships with internal and external stakeholders.
§ Ability to develop strong internal relationships with all business functions to promote and educate understanding of Customer needs to ensure Customer service and satisfaction is maximised.
§ Must be self-motivated and have the ability to work as part of a team and on their own.
§ Must be flexible on working hours and be prepared to travel to various locations across the North of the country - Full UK clean driving licence essential.
Pay: £26,000.00-£28,000.00 per year
Benefits:
- Company car
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- Sick pay
Work Location: In person
