Regional Operations Manager

1 week ago

London, Greater London, United Kingdom Mayfield Recruitment Group Ltd Full time
Job Description

Job Title: Regional Operations Manager

Reports to: Operations Director

Responsible for: Technicians/Sales Surveyors and Managers

Location: Field (covering the Southwest & London)

Job Purpose:

To manage the Service and Sales within the region to agreed KPI's while completing all daily activities to meet required targets and ensure that all routine visits, follow ups and callouts are completed efficiently, effectively, and according to contracted specifications.

The Regional Operations Manager will be required to carry out escalation visits at customer premises with ongoing infestation and carry out contractual and non-contractual quality audit where required.

The Regional Operations Manager will have full responsibility for their region and will need to maintain an adequate number of technicians to ensure all tasks are undertaken, while ensuring costs are being managed.

The Regional Operations Manager will also be required to ensure that the technicians employed within their region, are trained to the company standard, and meet the required industry led milestones.

Key Duties:

Responsibilities: Regional Operations Manager

The Regional Operations Manager is responsible for managing the day-to-day operation of a busy pest control region – to include:

· Improve and manage regional performance to improve retention and profitability of contracts.

· Identify and implement opportunities for improvement within own region and wider team.

· Complete customer reviews as required.

· Identify contracts at risk, understanding the reasons why and then ensuring risk is reduced.

· Ensure all contract Quality Audits are undertaking in line with customer expectation.

· Carry out escalation visits to customer premises that have ongoing infestation to devise and implement action plans to resolve pest infestations

· Weekly inspection of all booked in visits to ensure work schedule is maintained and ensures effective technician route planning.

· Investigate and resolve customer complaints and complete appropriate documentation.

· Drive sales opportunities via self-sold or lead submission

· Mentor and develop Service Managers.

· Regularly monitor and measure workloads and allocate this evenly/fairly across technicians within team.

Key Performance Indicators:

Service

· State of Service SOS

· Calls per day

· Revenue per tech per day

· Internal and External QA Audits

Key Performance Indicators – Sales

· Budgeted contract sales targets

· Budgeted Job sales targets

· Profitability/Margin

Health and Safety Responsibilities:

· Promote our Home Safe Everyday philosophy by ensuring compliance within region to company H&S policies and Procedures.

· Always ensure compliance with Group and company policies and procedures

· Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.

· Promote the use of all work equipment and personal PPE properly and in accordance with training received.

· Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Person Specification:

Qualifications, skills and experience.

· RSPH Advanced Qualified – with previous industry experience

· Competent written & verbal communication Skills

· Some experience of strategic and analytic planning

· IT competent

Desirable:

· Minimum 1 year's line Management Experience, managing remote teams of 10+ colleagues

· IOSH managing Safely

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