Field Operations Controller
£40,000 - £50,000 + bonus +27 days holiday +free on site gym .
As a company, Dyson puts our Owners at the heart of everything we do. We want our Owners to receive world class customer service that exceeds expectations, solves problems and adds tangible value promptly, efficiently and brilliantly in every call, every day.
Responsible for delivering commercial efficiencies through the Field teams, providing a world class scheduling capability ensuring we exceed our Owners needs as quickly as possible, exceeding our net promoter score (NPS) for speed of repair at an area, regional and national level and working alongside the NFSM to help deliver a truly value adding owner proposition to promote our latest technology, this role is intrinsic to delivering against our Customer service principles.
The role has direct line management of the Field Scheduling team, Planning Manager, Data Analyst and Fleet Manager and will require a cross functional working dynamic with our Regional and Field Service Managers, IT, brand marketing and Direct business partners.
The GB&I Field Service department is a key player in Dyson’s overall success, working directly with our Owners to provide great customer service, drive loyalty, demonstrate and sell our latest technology and deliver results. The Field Service team is regarded as one of the most exciting teams in the business, comprising of over 140 expert engineers with full UK coverage. Our mantra is simple – we provide great customer service in every call.
Responsible for delivering National operational efficiencies to ensure the Field Service team work at optimum capacity and that 70% of Owners have their repair or installation completed within 3 days of first contact. Achieve national completed jobs and days delay targets whilst providing great customer service in every call.
Devise and execute a world class scheduling process that enables our Field Engineers to meet the needs of our Owners whilst having the flexibility and capacity to add new and exciting service solutions for the Engineers to fulfil, aligned to our latest technology (connectivity and cordless set-up)
Contribute to the continued growth of Dyson NPS score, specifically delivering an NPS score in excess of 80% for ‘Speed of Repair’ by implementing the appropriate strategic initiatives to do so.
Actively evaluate Field Service performance, identifying year on year trends for all aspects of repair, service and sales that impact our Owner experience to relentlessly improve our Owner experience. Create a performance dashboard of data & insights to facilitate clear direction and control of our teams.
Ensure that stock management processes are adhered to through the Field teams and develop new and efficient processes to hold the teams to account.
Create a dynamic working partnership with key stakeholders to accelerate transformational across the Field Service department and specifically with FST scheduling team.
Be an effective leader, motivating the team to succeed and building a team of highly capable individuals that will help to facilitate future business growth. Actively communicate the wider business strategy.
Person specification / Core Competencies: Essential
Proven leadership experience – ability to engage, motivate and inspire teams.
Strategic and operational background able to identify operational efficiencies within a field environment.
Strong scheduling and live-time journey planning experience.
People management experience.
Organisational and planning ability.
Strong analytical ability.
Computer literate with knowledge of all Microsoft Office applications especially Excel.
Technically sound and with a practical ability to learn and train others on new technologies
A commercial mindset and P&L experience.
A confident and assertive communicator with strong influencing skills.