18th April 2017

Organisational Restructure

In our drive to deliver the very best working relationship with our customers, we have reviewed the current administrative structure at our Head Office in Manchester.

Historically, the business had eight identical teams consisting of a Contract Manager, an Administrator and a team of mobile/static engineers, who managed the entire PPM and reactive works process from “cradle to grave”. Whilst, this offered a very personalised service to the client it did produce some inconsistencies and inefficiencies for the business and had the potential to have an adverse impact on the customer experience.

Consequently, with an overall view of improving the model for both HFL Building Solutions and the client, we have opted to implement a centralised administration function. Each administrator will be trained up as an expert in each of the specific administrative fields. The administrators will operate in pairs, so any absences will have suitable backup available. In addition, a Senior administrator will be trained in all disciplines to cover/help out in emergencies or as an overflow.

The added benefit of this structure is that it will free up the time of the contract managers to provide a greater level of support for the customer. All services from start to finish will be transparent, online and always available. The level of detail will be greater and the potential for any misunderstanding or loss of data is massively reduced and fully auditable.

We believe this structure will speed up all process flows, as the administrator will be trained across all areas and an expert in two specialist areas.

The process flows will be:

1. A fully manned helpdesk responsible for
   • Logging all jobs, ensuring comprehensive details are taken for each reactive task
   • Passing to the relevant team to arrange the required visit
   • Be a constant point of contact for the customer on any tasks all notes being logged on to the live system for client login and progression rev
2. An administrative team for all HFL labour and contracted sub-contractors
   • Ensure all PPM is planned in and liaise fully with the customer/site management team to ensure the visit goes without a hitch
   • Raise and process any and all purchase orders
   • Complete tasks and chase paper work/certificates for upload to MAXIMO
3. Invoicing Team
   • Ensure all invoicing is provided in a comprehensive manner detailing all relevant PO’s and descriptions
   • Providing all certification and supporting evidence as and when required.

To assist this new setup, Craig Bottomley has been employed as Operations Manager. Craig will oversee this progression and support Marcus Savile with HFL Building Solutions growth. Craig’s role is to make sure the organisation is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of its customers.

Craig brings broad experience to the HFL team, recently he has been working for a UK leading Utility Supplier, but has experience working for a large Managing Agent and started his professional life as a Multi Skilled engineer and Contracts Manager for a large M&E company.

We look forward to introducing him to you and welcoming him to the team.