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:
* 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
* Resource Management:
* Oversee scheduling, staffing, and management of vehicles, tools and equipment to maximize efficiency
* Customer Service Excellence:
* Work closely with the Customer Service team to resolve issues by monitoring and evaluating customer feedback, ensure Engineers are well trained
* Financial & Budget Management:
* Manage operational budgets, control costs, monitor KPIs, and prepare reports for senior management
* 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
* Inventory & Supply Chain Management:
* Maintain stock levels, manage supplier relationships, and coordinate timely delivery of parts and equipment
* 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