Operations Manager, Quality Services

4 weeks ago


Coventry, Coventry, United Kingdom Sureserve Group Full time

As a key member of the Sureserve Group, you will lead and manage a field-based operational team to achieve high performance standards and meet business and client expectations.

Key Responsibilities:

  • Build strong working relationships with the field-based team and manage day-to-day operations, including staffing levels, annual leave, sickness, and other absences.
  • Lead on team communication, including tool-box talks and delivering company information to the field-based teams.
  • Deal with field-based team queries and resolve issues and concerns.
  • Lead on performance and quality, assist with technical support, and mentoring and training of engineers.
  • Ensure all KPIs are met, and contractual compliance is maintained.
  • Responsible for customer services, including complaint resolution and attending contract meetings when required.
  • Monitor parts usage and ensure regular van stock checks are undertaken.
  • Help ensure 100% compliance is met on all contracts.
  • As part of the complaint and escalation process, respond to feedback from customers and clients and take appropriate action.
  • Ensure all aspects of fleet within your team are maintained to a high standard, working with Fleet to achieve this together.

Requirements:

  • Experience in working in domestic heating and hold the relevant gas qualifications.
  • 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.
  • Employee Voice Programme.

We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients, and customers has the opportunity and support to fulfil their professional and personal potential.



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