Christopher Mcnicholl Email & Phone Number

Pontefract, Gb

Wakefield, England, United Kingdom

Liaise with the Head of Customer Services to gain knowledge/understanding of relevant sites and customers Using a Home quality checklist ensure that all new homes are at the quality standard that our customers expect Be the main point of contact for the customer following the exchange process Attend the property to walk our customers through a home introduction Work with sales, site management and other key business unit stakeholders to ensure the customers’ interests are looked after at all times Maintain oversight of any remediation activity to ensure satisfactory issue resolution/defect remediation In conjunction with the Customer Support team, liaise with customers after their move in to ensure there are no unresolved issues

Leeds

To oversee the Customer Service Department's day to day operations, I ensure the team are working to deadlines and all required tasks are met. A large responsibility for the role is to liaise between Sales, Transport and the Trade Waste Department to actively understand and manage any issues that arise throughout the day. The role is challenging and requires a level head, this works to my strengths as I remain calm in all situations as I strive to understand a new industry.

 Responsible for 11 Referrals team members and 6 Customer Service staff Point of escalation for customer and internal queries and complaints Ensuring Referrals Team are proactively chasing open reactive work from Sub Contractors within Royal Mail time scales Ensuring all SLA’s are achieved and KPI’s met personally and for the team Complete weekly reports directly for Royal Mail chargeable work Monthly One to One’s with the team and set work objectives Complete Annual PDP’s  Monthly Call Monitoring of all staff to ensure they are following company guidelines  Organising weekly rotas and individual tasks for the Referrals and Customer Service team Liaise between planning teams and Royal Mail Directors with escalations on critical reactive calls

 Responsible for a team of 15 Work Planners looking after 250 field based engineers Ensure planners are working towards Compliance deadlines on statutory planned maintenance Ensure all reactive work is completed within SLA and liaising between engineers and Contractors  Responsible for all processes within the Work Planning department  Organising weekly rotas and individual tasks for the planning team Ensuring all SLA’s are achieved and KPI’s met personally and for the team.  Responsible for the running of external contracts (Royal Mail, Salvation Army, BUPA..)and ensuring all requests for contract information, quotes, enquiries, issues and ad hoc projects are dealt with in a timely manner and to agreed service levels Point of escalation for customer and internal queries and complaints Compile Daily reports for the Work Planners to ensure all reactive jobs are completed within time scale Monthly One to One’s with the planners and set work objectives Complete Annual PDP’s  Monthly Call Monitoring of all planners to ensure they are following company guide lines  Ensuring all new starters receive correct training for their specific role Ensuring that relevant information is communicated to the Contract Manager and Client where necessary

 Responsible for a team of 6 Installation Planners and 3 Repair Planners  Responsible for providing Management Support to Direct Labour and Sub Contractor install engineers Resolving problems with customers and engineers, answering requests for contract information, quotes, enquiries, issues and ad hoc projects and ensuring they were dealt with in a timely manner and to agreed service levels. Export data from excel spread sheets and access databases to produce and organise day to day duties for engineers and sub-contractors Prepare KPI’s and use this information to prepare remedial action reports Compile data for analysis by the Business Support Manager Preparing information for invoicing purposes Capture information from Coordinators to compile management information reports for Contract Managers and Clients. Assist with queries from customers, tenants, Housing Associations, engineers etc. Costing of all jobs Make site visits to ensure engineers were working to standard Ensure there was minimum over spend on jobs and have explanations for all if any, on a per job basis. Complete Annual PDP’s  Providing flexible support to all employees of Eaga Interim Reviews of Coordinator Objectives Provide a point of escalation for customer complaints and liaise between area manager and customer until all issues are resolved  Any other duties as required