Head of Aftercare Operations

2 months ago

Aylesbury, Buckinghamshire, United Kingdom Aylesbury Full time
Job Description:

Job Title: Head of Aftercare Operations

Location: Aylesbury

Reports to: Operations Director

Accountable to: Board of Directors

Development Path Potential: Main Board Director within 2-3 years

Job Overview:

The Head of Aftercare Operations will be responsible for managing the aftercare and horticulture department, setting the direction and overseeing the operation of aftercare within the business. This role will also involve client liaison, product and service development, and management of the business.

Key Responsibilities:Operations:
  • Work with managers, team leaders, and others to ensure a smooth and seamless delivery of the service to clients.
  • Develop and implement strategies and systems for improving operational efficiency, including the use of technology and software.
Client Liaison and Service Monitoring:
  • Visit sites regularly to ensure that work is being carried out to a high standard and that clients are satisfied with the service they are receiving.
  • Meet and communicate with clients regularly to discuss their plans and needs, and to identify opportunities for upselling.
  • Act immediately to remedy any situations where service levels are below acceptable standards.
Service Quotations:
  • Deal with enquiries for new work in a timely and efficient manner, and prepare quotations for clients.
Administration and Invoicing:
  • Ensure that administration has the information it needs to issue monthly invoices in a timely and accurate manner.
  • Work with finance and administration to improve the efficiency of the invoicing process.
People:
  • Promote a culture within the department that reflects the company's values and purpose, including openness, honesty, and respect.
  • Ensure that the department has the appropriate level of staff to run profitably, with enough capacity for holiday and sickness cover, and to allow for growth.
  • Recruit staff as necessary, and manage the induction process for new employees.
  • Carry out regular appraisals of staff, and hold regular one-to-ones with managers.
  • Deal with any staff issues promptly and professionally.
Strategy and Direction:
  • Work with directors and others to formulate strategy for the department.
  • Develop and implement marketing strategies for the development of the aftercare business.
  • Ensure that means to implement the strategy are in place, including budget, resources, and personnel.
  • Develop a strategy for reducing the carbon emissions of the department.
  • Set budgets for the year with the Managing Director.
Personal Management:
  • Arrive promptly for work, and maintain a professional and efficient work environment.
  • File emails regularly, and respond to them in a timely and professional manner.
  • Participate in company events and socials to build relationships with fellow team members and to build team morale.
  • Uphold the company's values as outlined in the employee handbook.
Benefits:
  • Profit Share
  • Pension Scheme
  • Uniform provided
  • 23 days paid holiday (plus bank holidays) of which three days must be taken between Christmas and New Year
Corporate Values:
  • Trust: is about how we treat each other, clients, suppliers, and others. It is about building relationships, but also about encouraging and supporting individuals to grow.
  • Excellence: is not only about the work we do, but also about constantly striving to improve.
  • Creativity: is inherent in good design, but it is much broader. It is about openness, innovation, and being creative in our everyday approaches to problem-solving.

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