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Operations Manager

2 months ago

The Burroughs, United Kingdom Vector Recruitment Solutions Ltd Full time
Job Title: Operations Manager - M&E Building Services

Vector Recruitment Solutions Ltd is seeking an experienced Operations Manager to oversee the delivery of high-quality customer service through a team of directly employed engineers and subcontractors across multiple trades.

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.
Key Competencies:
  • 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.