Operations Excellence Manager

3 days ago


Leeds, Leeds, United Kingdom Gough & Kelly Limited Full time

We are looking for an Operations Excellence Manager to join our team at Gough & Kelly Limited. As an experienced Service Manager, you will be responsible for ensuring customer queries are dealt with in a timely manner and compliant to customer SLA.

Main Responsibilities:
  • Assist with technical queries from Engineers and Account Managers
  • Manage the coordination of engineers, overseeing the scheduling to ensure compliance to all customer SLAs for attendance, first fix and completion timescales
  • Audit completed calls to an acceptable written standard. I.e. parts/equipment to be purchased
  • Carry out Service Desk audits and processes every 6 months
  • Upon completion of any service calls or take over, ensure all certification is issued within specified timeframe and all required paperwork is received from the engineer
  • Monthly view with all Operations Managers, Technical Director and customers
  • Overseeing that all calls are completed, and billing is correct
  • Overseeing that all purchased products are reconciled and accounted for
  • Overseeing that all estimates are produced to standard in customer SLA’s

Our benefits package includes:

  • Up to £40,000 per annum, depending on experience
  • Company lease vehicle
  • Holiday entitlement – increasing to 24 days with length of service, plus 8 bank holidays
  • Employee Assistance Programme (EAP)
  • Private Healthcare Scheme (with length of service)
  • Employee Benefits Programme (with length of service)
  • Ongoing training and opportunities for professional growth and development
  • The chance to work with the latest security technologies
  • Pension Scheme
  • Cycle to Work Scheme
  • Company social events


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