William Little Email and Phone Number

• KEY DUTIES• Retain and add value within existing key account business and develop new key account business.• Negotiate competitive and profitable tenders for national key accounts • Monitor branch delivery for key account customers• Resolution of any escalated customer dissatisfaction issues• FINANCIAL• Submit competitive tenders for national business• Monitor margins and recoveries on assigned key accounts• Update cap ex issues for key accounts• CUSTOMERS• Maintain key account customer relations• Negotiate contract terms applying at Branch level• Respond promptly to resolve any customer complaints• Track and monitor issues emerging in Key Accounts• Ensure compliance with customers’ site health and safety requirements• TECHNOLOGY• Seek to enhance scope of provision at site level• Use of Star Diagnostic Solutions Graphing and reports to improve plant efficiency and reliability• Use of IFS system• People & Processes• Organise housekeeping audits• Develop, monitor and review procedures• Monitor delivery of StarCare on and off site• Support others through teamwork• Sector knowledge – suppliers/contractors/competitors

Job Title: Key Account Manager - MaintenanceDepartment: Operations Support Reporting to: Regional Operations Director Job Purpose: Retain and add value within existing key account business & “To provide world-leading cooling solutions for our customers and a working environment which is safe, rewarding and challenging for our people”Key Responsibilities KAM - MaintenanceStar Strategic Objective Responsibilities Financial“To secure its future by achieving year-on-year profitable growth” Submit competitive tenders for national business.Monitor margins and recoveries on assigned key accounts.Run cost effective monitoring hub.Update cap ex issues for key accounts.Customer“To achieve the highest possible level of customer satisfaction and loyalty by providing innovative products and services that consistently exceed their expectations” Maintain key account customer relations.Negotiate contract terms applying at Branch level. Respond to customer complaints. Track and monitor issues emerging in Key Accounts.Seek to enhance scope of provision at site level.Internal Processes“To implement and continually improve working practices and processes which support the mission, help people do their jobs effectively and eliminate waste” Ensure compliance with customers’ site health and safety. Organise housekeeping audits. Develop, monitor and review procedures.Monitor delivery of StarCare on and off site.Learning & Growth“To achieve the highest possible level of staff satisfaction by recruiting, retaining and developing the right people with the right skills and competencies and helping them to achieve their full potential” Support others through teamwork.Sector knowledge – suppliers/contractors competitors.

Job Title: Branch ManagerDepartment: Branch Reporting to: Regional Operations DirectorJob Purpose: Develop and maintain branch budget and margin performance on service and maintenance activity in relation to customer base“To provide world-leading cooling solutions for our customers and a working environment which is safe, rewarding and challenging for our people”Key Responsibilities of Branch ManagerStar Strategic Objective Responsibilities Financial“To secure its future by achieving year-on-year profitable growth” Use IFS (dashboard) to manage financial performance.Maximise chargeable hours.Cost control.Set up profitable maintenance and service agreements.Materials/order control. Develop branch to maximise financial returns.Customer“To achieve the highest possible level of customer satisfaction and loyalty by providing innovative products and services that consistently exceed their expectations” Develop and maintain customer relationships.Support customer with good practice approaches on site.Respond to customer enquiries. Manage programme compliance on key accounts.Manage branch contract programme compliance. Internal Processes“To implement and continually improve working practices and processes which support the mission, help people do their jobs effectively and eliminate waste” Compliance with company procedure.Manage safety in the workplace.Organise communication/control documentation to progress work in hand. Contribute to group meetings.Maintain service quality.Learning & Growth“To achieve the highest possible level of staff satisfaction by recruiting, retaining and developing the right people with the right skills and competencies and helping them to achieve their full potential” Recruit, train and develop staff resource. Motivate team and build confidence in service provision. Troubleshoot site systems and processes. Identify scope for improvement opportunities.

Job Title: Service ManagerDepartment: Branch Reporting to: Branch ManagerJob Purpose: Plan use and development of staff resource to meet customer expectations“To provide world-leading cooling solutions for our customers and a working environment which is safe, rewarding and challenging for our people”Key Responsibilities of Service ManagerStar Strategic Objective Responsibilities 1. Financial“To secure its future by achieving year-on-year profitable growth” Use IFS to monitor financial performance on use of allocated resource.Maximise chargeable hours/minimise lost time. Materials/ order control. Prepare robust quotations.2. Customer“To achieve the highest possible level of customer satisfaction and loyalty by providing innovative products and services that consistently exceed their expectations” Enhance existing customer relationships.Support customer on site activity issues.Respond to customer enquiries. Support manager in business review.3. Internal Processes“To implement and continually improve working practices and processes which support the mission, help people do their jobs effectively and eliminate waste” Compliance with company procedure.Manage safety in the workplace.Organise communication /control documentation to progress work in hand. Contribute to group meetings.Maintain service quality.4. Learning & Growth“Star will achieve the highest possible level of staff satisfaction by recruiting, retaining and developing the right people with the right skills and competencies and helping them to achieve their full potential” Train and develop staff resource (PDPs).Motivate team and build confidence in service provision. Troubleshoot site systems and processes.Identify scope for improvement opportunities.