Joshua Cooke

Company Overview: for over 20 years, Space Engineering Services has been the UK's leading provider of nationwide refrigeration, heating, ventilation, and air conditioning services for the commercial, retail and industrial sectors in the UK and Europe. I’ve worked for the company for three years now under the Tesco refrigeration contract, starting out as a contract support official (CMO) and working up to an Operations Supervisor where I oversee a team of five. My daily tasks included:

· Supervised and provided ongoing support to a team of five contract support staff under the Tesco contract, conducting monthly 1-2-1 performance reviews, bespoke training sessions and shoulder-to-shoulder training.

· Took part in several PIP sessions alongside my manager to identify areas of improvement for employee skillsets and developed strategies for improvement.

· Managed the end-to-end recruitment process, from C.V. review, candidate screening, in person interviews, and onboarding procedures alongside our HR team

· Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.

· Delivered an overhauled procurement training program to new employees to high success. Due to strong initial feedback, the training program I designed with my colleague has now been adopted as the default training course for new employees.

· Collaborated on a new WIP report in Excel to effectively track and manage the ongoing work order backlog under the Tesco contract.

· Managed escalation procedures with key clients over phone and email, ensuring timely resolutions to a wide variety of day-to-day issues while maintaining our high service standards.

· Cultivated strong relationships with key stakeholders across multiple avenues. Worked in conjunction with Area Managers, Maintenance Managers (MMs) and Store Managers during peak periods for our company.

· Led and developed 360 training sessions and Stop, Start, Continue sessions between the National Operations Centre and engineering field team to identify areas of improvement from the previous year. Alongside this, analysing our previous summer’s workload to plan and predict the following year’s output while implementing any changes to the ways of working to better maximise our successes

· Utilizing the triage accept performance report to manage the KPI pass/fail rate of our employees for triaging incoming work orders. Analysing the data for trends, looking specifically at employees and time of day to highlight any key reoccurrences, and tailoring training plans based of those data points

· Daily Tesco service performance reports - highlight week on week trends with incoming call data, matched against the engineer resource and overall total of calls closed for that day (split between remote closures and engineer attended calls) and using data analysis to predict the incoming workflow over the next few months. With this achieved we could accurately manage our internal workforce, ensuring we have enough members of staff on during our peak periods without wasting financial resource while including a margin of flexibility or alteration

· Analyse historical client data reports to highlight and track the previous years’ IMS (offsale) figures and overall total incoming work orders to identify future peak periods and lulls to review engineering resource and/or change of shift patterns to better suit the company’s need

· Ensured standardisation within my team for all systems, processes and procedures and training programs. Shared processes with other teams within the NOC and company as a whole to maintain this high level of standard

My duties for the job role of a contract support official were:

• Full end-to-end Work Order management, allocating jobs to engineers through contractual priorities and keeping close on them throughout the day, and building strong working relationships with the engineering field
• Manage customer expectations and provide an excellent customer service experience through strong escalation management and first point of contact for any ongoing issues
• Keeping in communication with the customer and drivers with delays, breakdowns and any issues to avoid any contractual penalties
• Ensuring engineer's travel times and fuel costs aligned with our company wide objectives
• Managed subcontractor work orders based on our own contractual needs
• Worked against our contractual SLAs to ensure all work orders are completed within the correct timeframe and managed by our priorities list

Furthermore, as a procurement specialist, my duties include:

• Maintaining long-term excellent relationships with current/new suppliers
• Monitored the procurement backlog to ensure all parts tasks where completed within the agreed upon KPI and concurrently managed client's expectations during the busy periods of the year
• Sourced and verified quotations from suppliers before initiating purchase processes

• Working alongside the Cafe manager to identify popular drink trends for better promotion and sales
• Completed successful cash audits, correctly balancing till drawers and readying deposits for banking
• Trained new and junior staff members on coffee-making techniques, including grinding, steaming and latte art
• Built and nurtured customer loyalty by remembering personal preferences and allergy information
• Educated coworkers and customers about new products, increasing cafe sales
• Supported store management with recruiting, interviewing and hiring knowledgeable, competent baristas

• Provided performance reviews and tailored employee feedback
• Led team members to consistently exceed critical Key Performance Indicator (KPI) targets throughout the workday
• Recruited, trained and oversaw the development of new team members
• Oversaw inventory tracking, management and counts, and maintaining accurate stock records
• Produced monthly sales reports using Excel spreadsheet functions.