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Vector solutions is acting on behalf of their client who are a multi-faceted, M&E building services contractor. My client is seeking an Operations Manager, who will oversee the consistent delivery of high-quality customer service through a team of directly employed engineers and subcontractors across multiple trades. You will manage performance in line with agreed budgets and service standards, ensuring operational excellence.
Key Responsibilities:
- Effectively manage and support engineers in line with their employment status, ensuring consistent performance management through company policies and procedures.
- Ensure all engineers are measured and managed fairly and consistently.
- Monitor and review adherence to Service Level Agreements (SLAs) to maintain high standards.
- Oversee daily operations across Plumbing, Gas, and Drainage trades, ensuring costs and performance meet contractual and budgetary requirements.
- Identify the root causes of complaints and implement action plans to address and improve service levels.
- Maintain SLA performance 24/7, 365 days a year, including during peak operational periods.
- Present performance reports to company directors weekly and monthly, identifying issues and detailing plans for improvement.
- Conduct site visits and use various communication methods to keep both contracted and directly employed staff engaged and aligned with business objectives.
- Foster a collaborative working environment with contracted engineers, shaping and influencing behaviour and performance.
- Liaise with dispatch and account teams to gather feedback on performance and resolve any issues.
- Ensure smooth departmental operations through strong relationships with engineers, office staff, and other stakeholders.
- Ensure compliance with Health and Safety, financial, and operational requirements, adhering to best practices and legal standards.
- Serve as the primary point of contact for subcontractors and directly employed staff, promoting company values and behaviours.
- Strong team player with a positive attitude.
- Ability to provide technical support.
- Experience in recruiting engineers.
- Assist sales teams with job pricing.
- Support admin teams in resolving technical complaints.
- Drive productivity improvements across the technician team.
Specialist / Technical Knowledge:
- Strong management skills within a field-based customer service environment
- Proven ability to meet financial and customer satisfaction targets through third-party organisations.
- Knowledge of Plumbing, Gas, and Drainage regulations (desirable)
- Proficiency in Microsoft Office (desirable)
Background & Experience:
- Previous experience managing a mobile workforce in a regulated service delivery environment.
- Proven track record of managing performance against commercial agreements through third parties.
- Experience analysing and presenting complex information to stakeholders at all levels.
Financial Responsibilities:
- Responsible for controlling operating costs and ensuring adherence to agreed financial targets.
Additional Information:
- Full UK driving licence required.
- Must be based in or able to commute to the Barnet office.
- DBS check required prior to starting.
Salary: £40,500 - £60,500 per year
Additional Benefits:
- Bonus scheme
- Performance-based bonuses
- Company events
- Pension scheme
- On-site parking
Schedule: Monday to Friday
Location: Hybrid remote in Finchley
Experience: 3+ years in management (required)
Certification: Plumbing or Heating qualification (required)
