Head of Operations

Head of Operations Job in Ferndown

As a key member of the senior management team, the Head of Operations will lead with empathy, ensuring both field-based and office-based teams are supported, motivated, and empowered to deliver an exceptional after-sales service. This Head of Operations role is pivotal in fostering a culture of trust, collaboration, and professional development, enabling managers to lead with confidence while maintaining the highest standards of customer satisfaction. Through strong people management and a team leader structure, the Head of Operations will cultivate an environment where individuals thrive, working closely with senior leadership to drive both commercial success and a positive, people-focused workplace culture.

Salary and Benefits:

• A salary of £DOE per annum
• 23 days holiday + bank holidays, rising by one day a year to a maximum of 30 days
• Pension scheme
• BUPA Private Medical
• Life Assurance and Personal Accident Insurance
• Free car parking

Duties and Responsibilities:

Customer Support Office

• Oversee the day-to-day operations of the department with the support of the Engineering Support Manager and other office-based team leaders
• Manage customer support desk, invoicing, warranty administration, parts department, equipment sales order processing, maintenance, and contract management
• While strategic management is handled by the Sales and Operations Directors, ensure integration of these activities into the After-Sales Office

Engineering

• Lead and manage the field and workshop-based staff, including the Technical Support Manager and the Engineering Support Manager
• Recruit, appraise, and monitor the performance of all staff under your supervision
• Attend regular off-site meetings with field engineering teams
• Collaborate with the engineering team leaders to ensure efficient workflow, equipment allocation, and minimal job slippage
• Provide support to the Workshop Manager when needed
• Utilize the experience of the Technical Support and Engineering Support Managers to make decisions and ensure efficient field support
• Manage sub-contractor oversight, ensuring adherence to ISO standards, health and safety, and cost agreements
• Support the Engineering and Technical Support Managers with warranty processes and maintain positive supplier relationships

Health and Safety

• Actively contribute to maintaining the framework of quality, health, safety, and environmental systems, working with external consultants when required, especially during annual assessments
• Manage and schedule safety testing for equipment used in the engineers' vans and workshop facilities

General Management

• Participate actively in monthly senior management meetings, preparing reports detailing activities, projects, and action points
• Attend manufacturer and supplier meetings, contributing to the development of concepts designed to improve efficiency and maintain the company's competitive edge
• Be willing to offer support and involvement in other areas of the business as necessary

Minimum Skills and Experience Required:

• Strong commercial awareness and understanding
• Excellent written and verbal communication skills
• High proficiency in Microsoft Excel, Outlook, and other relevant software
• Ability to problem-solve effectively under pressure
• Capable of making decisions as a senior leader within a team framework
• Ability to manage a diverse team with varying skills and backgrounds
• Engaging, empathetic, and approachable
• Effective team player with a collaborative mindset.
• Professional demeanour, with the ability to communicate methodically and confidently
• Self-motivated, disciplined, and enthusiastic with high energy
• Prepared to voice opinions and contribute to decision-making with a data-driven approach

This Head of Operations Job in Ferndown is ideal for a highly organised and strategic individual who can effectively lead teams, develop efficient processes, and maintain an exceptional standard of customer support. If you are passionate about an after-sales service and you thrive in a dynamic leadership position, we invite you to apply for this exciting opportunity.