Reporting to: National Operations Performance Manager
Purpose of the Position:
The National Refrigeration & Admin Supervisor is responsible for the national coordination, administration, reporting, and operational support of the refrigeration function, while providing structured administrative and customer support across national refrigeration customers. The role is accountable for maintaining national operational visibility and control across refrigeration activities, including customer communication, service call monitoring, callout follow-up, reporting, invoicing controls, operational reconciliations, and issue resolution. The position acts as a central coordination point between customers, refrigeration operations, regional teams, technicians, administration, finance and National Operations, ensuring that service requirements, operational commitments, and customer expectations are effectively managed. The role will also be responsible for maintaining regular engagement with refrigeration customers through scheduled operational meetings, performance updates, and follow-up actions, ensuring that outstanding issues are identified, escalated, and closed. The role supports the National Operations function through accurate reporting, effective controls, proactive follow-up, and continuous improvement of refrigeration processes
Key Performance Areas:
National Refrigeration Coordination:
Coordinate and monitor national refrigeration activities across regions and customers. Maintain visibility of refrigeration workload, outstanding work, resource requirements, and operational constraints. Coordinate with regional teams and technical resources where required.
Customer Relationship and Engagement:
Act as a central operational contact for designated refrigeration customers. Attend and/or facilitate weekly, monthly, or ad hoc customer meetings as required. Prepare customer updates, performance information, and action registers. Follow up on outstanding customer matters and ensure agreed actions are closed
Refrigeration Callout Management:
Monitor refrigeration callouts nationally. Review open, completed, and outstanding calls. Identify overdue or at-risk calls and follow up with the relevant operational teams. Monitor callout ageing, response times, and completion status. Escalate recurring or high-risk issues
Service and SLA Monitoring:
Monitor refrigeration service performance against agreed customer requirements and SLAs. Identify exceptions and trends. Provide regular performance updates to National Operations and relevant customers
Operational Reporting:
Compile and maintain national refrigeration reports and dashboards. Provide weekly, monthly, and ad hoc reporting as required. Analyse workload, callouts, outstanding work, SLA performance, customer issues, and operational trends
Customer Updates & Communication:
Prepare and distribute customer updates relating to service progress, outstanding work, operational issues, projects, and agreed actions. Ensure communication is clear, accurate, and aligned with operational reality
Invoicing & Billing Controls:
Conduct regular invoicing checks across refrigeration customers. Review completed work against invoicing information and identify discrepancies, missing information, duplicate charges, or outstanding billing requirements. Liaise with Finance and Operations to resolve exceptions
Callout & Job Reconciliation:
Reconcile refrigeration callouts against operational systems, completed work, customer requirements, and invoicing information. Investigate exceptions and ensure corrective action is taken.
Operational Controls & Administration:
Maintain appropriate administrative controls, trackers, action registers, and supporting documentation for the refrigeration function. Ensure information is current, accurate, and accessible.
Issue & Escalation Management:
Identify operational, customer, administrative, or service delivery issues requiring intervention. Coordinate resolution with the relevant teams and escalate unresolved or high-impact matters to National Operations
Refrigeration Projects & Initiatives:
Support and coordinate national refrigeration projects, upgrades, equipment initiatives, and customer-specific programmes where required. Track activities, milestones, outstanding actions, and customer commitments.
Cross-Functional Coordination:
Work closely with Regional Operations, Technical Planning, Technicians, Administration, Finance, BI, and National Operations to ensure alignment between customer requirements and operational delivery
Customer Performance Reviews:
Prepare information and participate in customer performance reviews. Maintain action logs and ensure agreed actions are assigned, monitored, and closed.
Process Improvement:
Identify recurring administrative, refrigeration, or service delivery issues and recommend improvements to processes, controls, reporting, and communication.
Team Support & Knowledge:
Sharing Provide guidance and support to administration and operational teams regarding refrigeration processes, reporting requirements, customer expectations, and recurring issues.
National Operations Support:
Provide additional administrative, analytical, and operational support to National Operations as required, aligned to business priorities
KEY PERFORMANCE INDICATORS:
Customer:
Customer meetings completed according to agreed frequency.
Customer action items tracked and closed within agreed timelines. Customer queries and escalations acknowledged and followed up timeously.
Customer reporting submitted accurately and on time.
Refrigeration Operations:
National refrigeration callouts monitored and updated.
Outstanding/aged callouts actively followed up.
SLA exceptions identified and escalated proactively.
Operational backlog monitored nationally, with aged and at-risk items actively followed up, escalated, and managed within agreed governance timelines.
Financial / Administration:
Weekly invoicing checks completed.
Callout-to-invoice reconciliation completed.
Billing discrepancies identified and resolved.
Operational records maintained accurately.
Reporting:
Weekly/monthly refrigeration reporting submitted on time.
Reporting accuracy maintained.
Exceptions and trends clearly identified.
Customer reports aligned with internal operational data.
Governance:
Customer meeting action registers maintained.
Escalations tracked through to closure.
Required operational controls completed.
Audit/supporting documentation maintained.
Continuous Improvement;
Recurring issues identified.
Process improvements implemented where appropriate.
Opportunities to improve refrigeration service delivery, reporting or administration identified and escalated.
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