Operations Manager

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.

1. Resource Management:

• Oversee scheduling, staffing, and management of vehicles, tools and equipment to maximize efficiency.

1. Customer Service Excellence:

• Work closely with the Customer Service team to resolve issues by monitoring and evaluating customer feedback, ensure Engineers are well trained.

1. Financial & Budget Management:

• Manage operational budgets, control costs, monitor KPIs, and prepare reports for senior management.

1. 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.

1. Inventory & Supply Chain Management:

• Maintain stock levels, manage supplier relationships, and coordinate timely delivery of parts and equipment.

1. Health & Safety:

• Enforce safety protocols, conduct audits, and ensure staff are trained in safe working practices.

• 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.

• 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