The Operations Manager will be responsible for overseeing the day-to-day operations of the household business, ensuring the smooth running of water softener and filtration installations, servicing, and maintenance for a customer base of primarily residential clients. With a team of 30-35 field engineers, the Operations Manager will coordinate resource allocation, optimize workflows and routing, manage inventory, and ensure customer satisfaction through effective service delivery.
Core role and responsibilities:
1. Operations Leadership:
- Lead the operations team to deliver high-quality service, ensuring engineers are efficiently deployed and supported.
- Develop and implement operational strategies to ensure timely service, installations, and effective issue resolution.
2. Resource Management:
- Oversee scheduling, staffing, and management of vehicles, tools and equipment to maximize efficiency.
3. Customer Service Excellence:
- Work closely with the Customer Service team to resolve issues by monitoring and evaluating customer feedback, ensure Engineers are well trained.
4. Financial & Budget Management:
- Manage operational budgets, control costs, monitor KPIs, and prepare reports for senior management.
5. Performance Monitoring & Reporting:
- Track and report on operational performance, conduct reviews, and ensure service level agreements are met.
- Implement and track KPIs for field engineers, ensuring service level agreements (SLAs) are met and that the team operates at peak efficiency.
6. Inventory & Supply Chain Management:
- Maintain stock levels, manage supplier relationships, and coordinate timely delivery of parts and equipment.
7. Health & Safety:
- Enforce safety protocols, conduct audits, and ensure staff are trained in safe working practices.
Requirements
- Proven experience in an operations management role, ideally within a service-based industry.
- Strong leadership skills with the ability to motivate and manage a team of field engineers.
- Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities.
- Strong understanding of operational metrics and KPIs, with experience in driving performance and efficiency.
- Experience in managing budgets and controlling operational costs.
- Strong problem-solving skills and the ability to make data-driven decisions.
- Excellent communication skills, both written and verbal.
- Ability to work under pressure and meet deadlines.
Benefits
- 22 days' holiday + Bank Holidays
- Company Pension scheme
- Shopping discounts with Perks at Work
- 24 hours access to Employee Assistance Program
- Volunteering Day
- Employee support network and mental health assistance
- On Site Parking
- Canteen Facilities