Company Overview: Network are a well-established service provider specialising in national catering equipment and engineering services, operating as a trusted partner for blue-chip clients across the UK. Working closely with leading manufacturers, the company have an excellent reputation for providing high-quality services and solutions. Employing a large team of field engineers who are trained on a vast range of specialist catering equipment. Network are part of the Airedale Group which offers a complete end to end solution in providing commercial kitchens across the food service industry. If you are looking for job security and the scope to progress, we offer excellent career opportunities as a rapidly growing group of businesses, employing circa 700 people across the UK. About the role: We are seeking a commercially minded, results-driven operational leader to lead Network Catering’s back-office, service delivery and customer operations. Reporting to the Director, this role will connect the customer journey from first contact through job creation, scheduling and dispatch, resolution, quoting and final invoicing, ensuring work is delivered efficiently and converted into accurate revenue. You will be accountable for agreed service, productivity and quality measures, field-demand dispatch efficiency and capacity management, with decisions aligned to business performance and P explain variances to forecast and identify corrective action. Maintain oversight of the open-job position, work ageing and flow through the operation, addressing bottlenecks and avoidable delay. Provide commercial input to business cases, organisational changes and growth plans, working with the Director and Finance. Manage inbound and outbound call performance, queue management and real-time resourcing to maintain service levels through demand peaks and absence. Set and maintain standards for job creation, triage and customer communication, using call reviews and job-record checks to improve quality. Ensure complaints, escalations and unresolved jobs have clear ownership, agreed timescales and appropriate follow-through to customer resolution. Own dispatch efficiency and capacity management, balancing field demand with engineer skills, geography and parts availability. Use capacity and demand data to plan resource, with the Resource
Contact Details:
Network Catering Engineers Recruitment Team
