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.

Reporting to:  Regional Operations Manager 

Direct Reports:  Field Manager’s
    Installation Manager

Responsible for:  Other Depot staff as directed by the Regional
(Staff)    Operations Manager        
Key Contacts:  Surveyors
              Service Engineers
              Warehouse staff
              Depot Administrators
              Self employed Installations &
                                           Allied Trades
 

Key Accountabilities
   
    Cost, Quality and Service, Health & Safety
• Ensure the required installation Productivity is achieved for the assigned Product(s).
• To ensure costs under the direct control of FM’s are within the required budgets.
• To ensure that all work undertaken by the Installation Manager is completed to the required standard in the Depot to support the FM’s
• To ensure work completed is to the required quality, level of service and health & safety.
• To undertake any other reasonable duties as directed by the Regional Operations Manager/Operations Director

Key Duties and Responsibilities

Service Calls – to ensure:
• Assigned service calls are completed & documented on Anglian service system.
• Ensure that FM’s identify the cause, resolution and charge for each call. Booking materials, product, inspections or self employed installers as required
• Service call attributed to an installation are assigned to FM’s

    Quality of Install – to ensure:
• FM’s manage the quality of installations and that they are completed strictly in accordance with the Anglian Field Managers Guide.
• FM’s handle and resolve all customer questions & assigned complaints promptly including managing remedial works.
• Monitor the number of remakes that are processed by FM’s to ensure they are only ordered as a last resort; it is the responsibility of the FM to ensure that any possible repairs to the product are carried out initially.
• FM’s select, induct & keep updated self employed fitting teams & allied trades, with records to document compliance with Anglian standards, procedures & paperwork.
• FM’s regularly inspect every self employed fitting team and allied trade in line with company requirements, communicating and correcting any shortcomings.

Debt – to ensure:
• FM’s keep customers fully informed to guarantee the customers are fully satisfied with the installation schedule, process and final quality.
• FM’s collect stage and final payments strictly in accordance with Policy and terms and conditions of the contract.
• To manage FM’s debt recovery negotiating with the customer as required.

    Productivity – to ensure that:
• FMs proactively identify & plan work to install from the pipeline.
• FMs have sufficient resources (self employed fitters, allied trades, Specialist Company’s, vehicles, tools & equipment) are organised & controlled to match the work to be installed.
• FM’s make sure vans, tools and equipment are properly maintained and cleaned by the self employed Installers and Service Engineers.
• FM’s monitor their self employed installers productivity levels to an acceptable.
• FM’s achieve their revenue and productivity targets.

Product Management – to ensure
• FM’s adequately source external materials and that they are ordered on time.
• FM’s oversee self employed fitters load & transport product in     accordance with company guidelines.

Policy compliance – to ensure
• FM’s issue all tenders and payments in strict compliance with company guidelines and policy.
• FM’s monitor the corporate work wear worn by all installation teams to the clean standard required.
• FM’s monitor show home boards and that they are installed in prominent position in every installation.
• You abide by all statutory requirements including those related to health and safety.
• Understand and fulfil your responsibilities under the Company’s equal opportunities policy in p[lace from time to time.
• Adhere to and promote all company policies and procedures in place from time to time including those relating to HR and health and safety.