Jeopardy Manager

Arcus Solutions; Redditch; On-site; GBP 35,000; Full time

Job summary

A leading service management company located in Redditch is seeking a Jeopardy Manager responsible for managing Service Level Agreements (SLAs) related to field engineer visits. The candidate should have strong analytical and communication skills and a background in customer service. This role requires proactive risk management and collaboration with cross-functional teams. Experience within the retail sector and knowledge of planning operations will be advantageous. Benefits include a competitive salary, a bonus scheme, generous leave, and training opportunities.

Benefits

Salary: £35,000 per annum

Up to 4% discretionary bonus scheme

25 days annual leave + Bank Holidays

Contributory pension scheme

Life Assurance

Learning & Development opportunities

Funded Training Sponsorship Scheme

Cycle to Work Scheme

Healthshield Scheme

Qualifications

• Experience in a fast-paced customer service role.
• Knowledge of field-based planning & scheduling operations is preferable.
• Understanding of the retail industry is desirable.

Responsibilities

• Manage and mitigate risks associated with Service Level Agreements (SLAs).
• Ensure all work orders are completed within agreed timelines.
• Work closely with planning, engineering, and customer service teams.

Skills

Analytical Skills

Problem-Solving

Communication

Attention to Detail

Leadership

Education

5 GCSE's above grade C including English and Maths

Tools

Service management software

Scheduling tools

CRM systems

Excel

Data analysis tools

Job description

Due to continued growth, we based at our Redditch site on a permanent basis.

You will be responsible for proactively managing and mitigating risks associated with Service Level Agreements (SLAs) for field engineer visits related to the successful completion of WO. This role ensures that all work orders are completed within the agreed timelines, and any potential delays are identified and addressed before they result in SLA breaches. The Jeopardy Manager works closely with the planning, engineering and HD customer service teams to ensure seamless operations and improved customer satisfaction. High level report collation will be required to illustrate this.

You'll be a confident, self-motivated, empathetic individual with strong communication skills. You'll be detail conscious with a strong focus on achieving a high level of customer service. You'll be capable of handling sensitive and confidential information capturing this onto multiple IT systems whilst working with conflicting deadlines.

Strong Analytical Skills : Ability to analyse complex data and identify trends, risks, and opportunities.

Problem-Solving

Capable of quickly identifying issues and developing effective solutions.

Communication

Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

Attention to Detail

High level of accuracy and attention to detail in monitoring SLAs and managing risks.

Leadership

Ability to lead and influence cross-functional teams to achieve operational goals.

Qualifications

5 GCSE'S above grade C including English and Maths

Knowledge of field-based planning & scheduling operations is preferable including good knowledge of CAFM, web-based software, IT best practices, industry trends and customer service delivery.

Understanding and experience of the retail industry desirable

Technical Skills

Proficiency in using service management software, scheduling tools, and CRM systems.

Competent using excel and experience with data analysis tools preferable.

This is a 40-hour per week role, working 7am - 7pm across 7 days, therefore flexibility is required.

For this role you'll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!

Benefits

• Salary : £35,000 per annum, depending on experience
• Up to 4% discretionary bonus scheme, subject to achievement of targets
• 25 days annual leave + Bank Holidays
• Generous contributory pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Learning & Development opportunities
• Funded Training Sponsorship Scheme
• Cycle to Work Scheme
• Healthshield Scheme

At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation

To be considered for this position please submit your application via the 'apply' button.