Site Visits Support Analyst

Job Title: Site Visits Analyst
Reports to: Regional Site Visits Manager
 

PURPOSE OF ROLE

Job Purpose
  • Analysis and development of site visit processes
  • Produce and analyse performance metrics to enable improvements to be made to Site Visit Agent (SVA) performance
  • Deliver and maintain a trained field force capable of delivering required volumes
  • Manage recruitment of SVA based on location of work
  • Produce reporting for the SVA Managers that enable them to drive performance

MAIN RESPONSIBILITIES

Accountability/Key Responsibilities

First line support for the field agents, coaches and managers for all activities, to include:

  • Pro-actively analyse the field staff schedules and attendance, including vehicle tracking and performance.
  • Provide updates to continuously improve effectiveness and efficiency in the field -including the quality of work and record keeping
  • Validate, review and manage SVA payroll bonus claims
  • Manage the on-boarding and off-boarding of SVA field staff
  • Proactively resolve field issues for the company and the customer to ensure outstanding work is completed within agreed targets
  • Working closely with other IMServ teams to ensure customers receive a high-quality service and that both internal and external service levels are met
  • Arrange purchase, storage & issue of tools & equipment to staff on request from Managers/Team
  • Proactively monitor dispatched work volumes against target, analyse cancelled and agent failed jobs and provide feedback to Managers/Coaches
  • Manage field radius review and subsequent vacancies/change in work patterns of the team
  • Involvement in the planning, development, documentation and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement
  • Deal with day-to-day enquiries from SVA Personal Specification Skills
  • Customer focused; Able to identify and respond to customer’s needs
  • Good problem-solving skills, able to grasp problems quickly and draw informed conclusions
  • Able to work in a complex environment with conflicting demands
  • Anticipates issues and is pro-active in dealing with them
  • Can manage own time to meet daily requirements
  • Flexible, willing and able to cope with change and the ability to work under pressure
  • Positive and enthusiastic with a can-do attitude
  • Conscientious, accurate and diligent Knowledge
  • Good level of written and spoken English
  • Good level of Microsoft office packages (Excel, Word, etc)
  • A high level of computer and system literacy (able to use multiple systems to complete a process)
  • Good data analysis skills
  • Budget management experience
  • Previous Customer Service experience

Company benefits:

  • 28 days annual leave plus Bank Holidays
  • Enhanced Salary Sacrifice Pension Contributions
  • Life Assurance up to 6 X Base Salary*
  • Subsidised Health cover*
  • Subsidised Dental Cover*
  • Contribution towards Eye Tests and Glasses
  • In Office & Out of Office Social Events
  • Retailer Discounts Platform
  • Employee Assistance Program
  • Wellbeing Centre
  • Reward & Recognition

*length of service & T&Cs apply  

To apply send an email detailing your suitability for the role and a current CV to: careers@imserv.com