Installation Coordinator Team Leader

JLA Limited; Ripponden; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

JLA Limited is seeking an experienced Operations Manager to lead the installation coordination team and ensure on-time delivery of Total Care and Machine Sales orders. You will plan site surveys, allocate skilled resources, and oversee delivery performance across Sales, Finance and Supply Chain.

The role demands strong leadership, data-driven decision making, and excellent communication to keep stakeholders informed and drive continuous improvement in order to cash processes.

Qualifications

• Experience planning deliveries across multiple field resources.
• Experience in performance management and talent development.
• Ability to analyse management information to improve orders and delivery.

Responsibilities

• Deliver customer orders within SLA with Sales, Installs and Supply Chain.
• Book site surveys with skilled installation resource.
• Communicate actions clearly to sales and customers.
• Maintain accurate order data and provide management reports.
• Drive continuous improvement and performance metrics.

Skills

People management

Data driven performance management

Cross-functional collaboration

Strong communication

Analytical skills

Planning & organisation

Excel skills

Education

Tools

Excel

Job description

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

Role overview

Manage the end-to-end planning and delivery of customer orders across Total Care and Machine Sales revenue lines, including all activities from site scoping, planning installation resource and planning supply and shipping, supporting the SME & National sales teams.

Manage a team of installation coordinators and develop a culture of continuous improvement and operational excellence, measured by and managed to clear order to delivery performance metrics.

Collaborate with teams in Sales, Finance and Supply Chain to meet business and customer delivery expectations as measured by order delivery budgets and customer sentiment measures.

As a member of the functional management team, act as an ambassador, demonstrating our values and commitment to our vision through behaviours and people leadership. You need to lead by example, be confident and assertive with good interpersonal skills and be able to work under pressure and prioritise work, reacting to issues as they arise.

Key tasks

Manage your team to deliver customer orders within SLA objectives, proactively driving delivery in collaboration with Sales, Installs and Supply Chain colleagues. This includes:

• Ensure all new orders are immediately actioned with site surveys booked with appropriately skilled field installation resource
• Ensure all survey outcomes are acted on, including clear and immediate communications to sales teams and customers on the actions to be taken
• Ensure regular proactive movement of delivery actions by all team members, with clear communications to sales owners and follow up on actions for them to complete
• Ensure high quality and accurate order data is maintained by all team members
• Analyse order data to provide regular, reporting to senior management on progression of orders, highlighting risks and challenges with appropriate actions.

Use available management information to manage team and individual performance, measure operational effectiveness, including data quality, and support continuous improvement. Drive transparent understanding of these metrics and associated targets across the team.

Embed processes to proactively manage the delivery of orders, including review cadence, backlog reviews, etc and ensuring team member compliance with standard operating procedures.

Provide support and guidance to team members where required

Develop talent within your team, fostering a culture of high quality delivery and commitment to excellence, demonstrated through high quality standards e.g. data quality, rejection rates, etc. Guide, coach, develop, empower and motivate the team.

Communicate regularly and effectively to key stakeholders across the group including forecasting delivery volumes and dependencies / impacts on other teams.

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• Understanding of operational processes supporting installation of goods or services
• People management including data driven performance management, coaching and development
• Collaboration skills & the ability to work closely with a range of stakeholders across multiple teams including supply chain, sales, suppliers and installers
• Strong communication ability across all management levels
• Strong data analysis and Excel skills, with the ability to draw conclusions from data
• Excellent planning and organisation
• Proficient level of computer skills
• Understanding of JLA propositions, sectors and segments
• Understanding of Continuous Improvements methods to drive operational excellence across Order to Cash process

Experience (what you have done)

• Experience planning the delivery of work across multiple delivery field resources, working with field operational teams
• Experience of performance management including managing under-performance as well as developing and empowering talent.
• Ability to demonstrate analytical skills, with the capability to maximise use of management information to drive order deliveries, process efficiencies and operational improvement
• Demonstrated experience of challenging the status quo and pursuing innovation and continuous improvement in operating processes
• Experience of being focused on leading a team to achieve business objectives including team performance monitoring and management e.g. corrective actions, etc.
• Experience of operational excellence
• Experience in sales order processing
• Experience in planning field installations

(the way you think and act)

• Strong communication and cooperation with peers and senior key stakeholders, along with interpersonal skills to inspire cross-functional teams and align objectives
• Confident in delegating when required and an ability to empower staff members to create ideas and solutions
• Detail focus with an ability to understand individual order performance and relate this to team performance
• Ability to make decisions which may impact your team, order process or order outcome
• A focus on hitting business results including the ability to be agile and create corrective action plans
• Strong desire to succeed
• Able to prioritise effectively in a fast‑paced environment.
• Team player with a can‑do attitude
• Experience of working in a target-based role