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Head of Service Operations

1 month ago

Newcastle upon Tyne, United Kingdom Latham & Bond HR Full time

Head of Operations (UK & Ireland)


Locations: Remote

Salary: £100,000 p.a. basic salary depending on experience and location + 20% performance-related bonus + pension + potential opportunity to invest.

Job type: Full-time, permanent


Latham and Bond HR are currently looking for a Head of Operations for a leading organisation in the pest control industry. This important role involves overseeing the efficient delivery and growth of our client’s pest control (PC) and extreme cleaning (EC) division across the UK and Ireland. As the Head of Operations, you will be responsible for integrating new acquisitions and customers, improving customer service, and building a strong and engaged team.


About Our Client:


Our client is committed to safeguarding the well-being of the communities they serve by responsibly managing pest risks in an environmentally friendly manner. They prioritize people and incorporate innovation and technology to provide exceptional customer service. Their focus revolves around four key elements: People, Environment, Service, and Technology. They aim to achieve their goals through Organic Growth, Acquisitions, and by establishing a unified and expandable group Platform.

Our client's Culture and Values underpin what they believe and how they behave, guiding their decision-making even in ambiguous situations:


  • They deliver outstanding customer service.
  • They value teamwork and leverage the expertise and resources of their founders, constituent businesses, and colleagues.
  • They embrace innovation & technology.
  • They care for the Environment.
  • They care for the well-being and safety of their colleagues and communities.


Their vision is to create a purpose-driven, leading international pest control platform with over €300 million in revenues and 3000 talented colleagues by December 2028. They provide general pest control services for rodents, cockroaches, flies, flying insects, ants, crawling insects, and pest-proofing. Additionally, they offer specialist pest control services for bed bugs, bird proofing, termites, vector management, wildlife, reptile fumigation, fogging, gassing, bacterial and viral sanitation, as well as extreme cleaning services. Their primary operational model is based on Field Service (man in van) for both recurring planned maintenance and non-recurring job work.


Role Overview

Reporting directly to the CEO, the Head of Operations is accountable for effectively and efficiently delivering and fostering the organic growth of the company's pest control and extreme cleaning division across the UK and Ireland. This position involves seamlessly integrating the operations of new acquisitions and new customers as the company expands, to provide exceptional customer service and colleague experience.


Responsibilities


People:


  • Put people at the very centre of everything you do. Champion our client's culture of high performance & values and maintain a laser focus on ensuring colleagues are the best motivated, engaged, trained, and equipped in the industry.
  • Be a highly effective leader to foster engagement, teamwork, and performance throughout the operational team, inspiring colleagues to perform at their best every day.
  • In conjunction with the Head of HR, resource plan for growth, recruit talented new colleagues in a timely fashion, succession plan, and develop colleagues for their current and future roles.
  • Manage performance in a way that is aligned with our client's culture and values.


Environment:


  • Working closely with the Chief Technical Officer, deliver pest management services in the most environmentally responsible way, both in terms of service delivery and treatment.


Service:


  • Deliver outstanding customer service leading to best-in-class customer satisfaction and retention rates.
  • Deliver services in a safe and compliant manner while driving best-in-class efficiency.


Technology:


  • In conjunction with functional colleagues (Project Management Office, Chief Information Officer, Chief Technical Officer), deploy the required innovation and technology to deliver outstanding and consistent customer service and drive effectiveness and efficiency throughout the service delivery platform.
  • Be a champion for change, moving the organisation towards commonly agreed technology standards, bringing people along with enthusiasm.


Organic Growth:


  • Working closely with the Chief Commercial Officer, implement sales & marketing strategies to promote greater customer engagement and achieve organic growth targets.
  • Seamlessly integrate the operations of new customers as the company grows to deliver outstanding customer service.


Acquisitions:


  • As the company grows through its planned high number of acquisitions, continuously evolve the operational delivery organisation to maintain an effective yet efficient span of control (flat structure) and oversight.
  • Seamlessly integrate the operations of new acquisitions to deliver outstanding customer service, efficient and highly performing operations, and a best-in-class colleague experience.


Platform:


  • Deploy group policies, processes, technology, and services throughout the operational delivery organisation to deliver consistent service quality, efficiency, and a “one company” focus.


Financial:


  • In conjunction with the Chief Executive Officer and Chief Financial Officer, create divisional budgets and plans to meet growth and profitability ambitions.
  • Deliver against the agreed divisional budgets (operational & organic growth).


Requirements


Qualifications:


  • A University or post-graduate degree or experience in lieu.
  • A valid driving license and access to a vehicle.


Experience & Skills:


  • Post-acquisition integration of operations (delivery and business winning teams).
  • Strong communication and collaboration skills – both written and verbal.
  • Effective leadership of diverse teams and talented entrepreneurial individuals.
  • Championing and supporting the implementation of technology solutions in a technologically diverse operating environment.
  • Proven experience in growing businesses organically.
  • Delivery of operational synergies and efficiencies while maintaining quality.


Personal Competencies:


  • Highly self-motivated and hands-on, Able and willing to roll up your sleeves to get the job done in a high-growth start-up environment.
  • Highly self-aware, recognises own strengths and weaknesses, and is committed to personal development.
  • Exceptional “people skills” to establish rapport, build relationships, and engage with people across all levels of the business.
  • Creative, dynamic, and highly commercial.


Other:


  • The role will be based on home and field.
  • The role will require regular travel throughout the UK. The company will reimburse business travel expenses in accordance with its expenses policy.