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Operations Manager

2 months ago

Plymouth, Plymouth, United Kingdom Sureserve Group Full time

About Sureserve Group:

Sureserve Group is a leading provider of compliance and energy services across the UK, with a strong presence in over 20 offices and a team of over 3,200 employees.

About the Role:

We are seeking an experienced and skilled Operations Manager to lead our field-based team in delivering high-quality services to our clients. As a key member of our team, you will be responsible for maintaining strong relationships with clients, ensuring high standards of Health, Safety, and Environmental delivery, and driving operational excellence across the team.

Key Responsibilities:

  • Lead and manage the field-based operational team to achieve high performance standards and meet business and client expectations.
  • Maintain strong relationships with clients and ensure their needs are met through effective communication and issue resolution.
  • Ensure high standards of Health, Safety, and Environmental delivery and behaviours across the team.
  • Work closely with Contract Managers and Regional Operations Managers to achieve operational objectives.
  • Review and approve engineer timesheets and deal with queries in conjunction with Contract Managers.
  • Day-to-day management of field-based team, including managing staffing levels, annual leave, sickness, and other absences.
  • Lead on team communication, including conducting tool-box talks and delivering company information to the field-based teams.
  • Deal with field-based team queries and act as the first point of contact to informally resolve issues and concerns.
  • Lead on performance and quality, assist with technical support, and mentoring and training of engineers.
  • Responsible for ensuring all company procedures are adhered to and implementing improvements where necessary.
  • Ensure all KPIs are met, along with contractual compliance.
  • Work and deliver within set budgets.
  • Responsible for customer services, including complaint resolution.
  • Work closely with HR colleagues on employee-related issues throughout the employee lifecycle.
  • Attend contract meetings when required.
  • Monitor parts usage and ensure regular van stock checks are undertaken.
  • Help ensure 100% compliance is met on all contracts.
  • Respond to feedback from customers and clients and take appropriate action, championing customer service.
  • Ensure all aspects of fleet within your team are maintained to a high standard, working with Fleet to achieve this together.
  • Monitor part-spend and ensure van stock checks are carried out regularly.
  • Maintain our reputation for producing top-level performance across your contracts.
  • Play a key role in mobilizing new contracts, putting your own personal stamp on the situation.
  • Performance data production, analysis, and reporting.
  • Translate corporate objectives into operational achievements and success.
  • Work with fellow supervisors and managers within the group to facilitate the achievement of the group's objectives.
  • Heavily involved in recruiting engineers and monitoring probationary periods.
  • Any other duties as required in line with the job role and responsibilities.

Required Attributes:

  • Experience in working in domestic heating and holding the relevant gas qualifications.
  • Previous experience in a supervisory role is desirable.
  • Excellent leadership and communication skills.
  • Ability to resolve issues promptly and effectively.
  • A full UK driving license.
  • All suitable applicants will undergo a DBS check before onboarding.

What We Offer:

  • Employee wellbeing programme, occupational health support, telephone support-counselling for staff.
  • Service level awarded annual leave.
  • Enhanced Maternity & Paternity Packages.
  • Employee Voice Programme.
  • Sureserve Legends-celebrating the fantastic ways in which our employees live our values.

About Us:

Sureserve is committed to fostering an inclusive and welcoming workplace for all. We value diversity and are an equal opportunity employer, providing consideration without regard to race, colour, religion, gender identity, sexual orientation, national origin, disability, age, or veteran status.

We offer reasonable adjustments in the recruitment process to candidates who require them. Please reach out to us if needed.

Applicants will be required to undergo right to work and DBS checks as part of our employment procedures.