Anglian Group is the largest home improvements business in the UK with a turnover of c£225m and a product portfolio including windows/doors, conservatories and rooftrim products.

With our manufacturing facilities based at our head office in Norwich and with sales and operations organisations throughout the UK, Anglian Group offers a fantastic opportunity for individuals to drive their career forward.

Cost, Quality and Service, Health & Safety

• Ensure the required installation Productivity is achieved for the assigned Product(s).
• Provide office based managerial support to enable Field Managers (FMs) to spend 80% of their time monitoring Installation teams at customer premises.
• To reconcile costs under the direct control of the FM are within the required budgets.
• Ensure ‘I’ & ‘S’ calls are managed effectively to ensure that pipelines are maintained to company standards.

Key Duties and Responsibilities

Responsible for managing the installation co-ordinator team who carry out the following:

• Collating installation paperwork for installers (CP & RT)
• Co-ordinate booking of installations with customers
  • To proactively identify & plan work to install from the pipeline.
  • To ensure sufficient resource (self employed installers, allied trades, specialist companies, vehicles, tools & equipment) are organised & controlled to match the work to be installed.
    • Confirm installers availability
    • Ensure orders are allocated in line with installer’s skill sets & logistics
    • Organise ‘follow-on’ trades (plasterers, electricians)
  • Order and arrange delivery of materials from external suppliers
  • To keep customer fully informed to ensure customer fully satisfied with installation schedule
• Ensure installation paperwork from FMs & installers is completed to a standard
• Manage the completion of outstanding issues recorded on the installation paperwork
• Ensure all ‘I’ calls are logged, updated & closed on JDE.
  • Ensure assigned service calls are completed & documented on Anglian service system.
  • To identify the cause, resolution and charge for each call. Booking materials, product, inspections or self employed fitters as required.
  • Ensure any service call attributed to an installation is assigned to the FM.
  • Order remakes following approval by ROM
• Update ‘Productivity Sheets’
• Write to, e-mail and telephone customers as required.
• Ensure daily customer care calls are completed & documented
• Provide completed debt report to ROM & SIM
• Ensure new installers & allied trades are set up on the system.
• Maintain installer’s records and documentation in compliance with Anglian standards, procedures & paperwork.
• To handle and resolve customer questions & assigned complaints promptly.
• To reconcile stage and final payments collected, strictly in accordance with policy and terms & conditions of the contract.
• To work with the FMs managing debt recovery, negotiating with the customer as required.
• Ensure vans, tools and equipment are properly maintained (van servicing schedules etc).
• Ensure self employed fitters’ productivity levels are acceptable.
• To ensure revenue and productivity targets are achieved.
• To ensure all tenders and payments are issued in strict compliance with company guidelines and policy.
• Process orders for and maintain stocks of clean corporate work wear worn by all installation teams
• To abide by all statutory requirements including those relating to health and safety
• To ensure you read, understand and fulfil your responsibilities under the Company’s Equal Opportunities policy in place from time to time.
• To adhere to and promote all company policies and procedures in place from time to time including those relating to HR and health and safety