Operations Manager

Job Summary

To support the Regional Manager in ensuring the field engineering teams feel empowered to provide a quality customer experience through coaching, auditing and effective leadership.

Ensure strong management of staff, acting as first contact and resolution point for all people management related activities. Ensuring that performance is achieved and maintained in relation to budget, service and legislative standards whist actively demonstrating and promoting the Evander values and working to Health and Safety policies and guidelines.

Actively looking for areas for service improvement or efficiency improvements, working collaboratively with the regional manager to action and realise these. Responsibility for achievement of revenue delivery against targets and KPI's for area(s) or location(s) of responsibility.

Responsibilities

• Day-to-day management of their engineers / trainees / surveyors / stock controllers. Including people management issues such as: attendance at work, investigations, 1-1's, approving expenses, approving outside of basic pay payments, managing holidays, performance management, probation management and delivery of business messages and information.
• Recruitment manager, work alongside our recruitment partner to recruit to vacant roles. Ensuring a fair process is followed in line with the Companies procedures. Conduct right to work checks in a compliant and legal manner, complying with the Company's process and procedures.
• Monitoring and action to ensure revenue delivery is achieved against targets and KPI's set out by the business. Take a share in ownership of P&Ls and performance metrics in line with guidance form the Regional Manager.
• Opportunities for service improvements and efficiency improvements explored alongside regional manager, to improve gross margin. Proactively identify shortfalls to targets and seek solutions to minimise the risk of delivery failures.
• Engineer & customer liaison on job issues / complaint jobs / remedial jobs. Weekly complaint and remedial resolution calls.
• Management of in moment failure with engineers / trainees operating onsite.
• Health and safety compliance of site locations including fire alarm testing and emergency lighting, strong communication and collaborative working with facilities management team. Responsibility for health and safety at onsite locations, including audits and reporting of incidents and updates to senior management.
• Fleet management for trainees / engineers operating from site locations, strong communication and collaboration with external fleet management team. Ensuring compliance and safety at all times, assuming responsibility for vehicles assigned to those operating out of onsite locations.
• Timesheet management and sign off for those operating out of onsite locations. Workload management and communication of jobs to individuals.
• Day-day job resolution and management via communication with job planners, ensuring problem jobs, failure jobs and regular jobs are effectively managed and completed within appropriate timescales.
• Training and development of staff members, ensuring compliance for mandatory training and looking for options to upskill members of the team to better realise performance.
• Answering or investigation into technical queries, communication via central teams to manage customer experience, procurement or technical questions.
• Assist the Regional Manager to proactively and consistently implement company strategies to improve recruitment, retention, morale and performance to include meeting regularly with individual direct reports to review performance and priorities, delivery plans, personnel concerns, coaching and training needs.

Experience

• Performance management skills and appraisal skills
• Attendance management skills, sickness and holiday management.
• Fair disciplinary and grievance management skills
• Undertake succession planning for responsible roles.
• Recruitment and hiring manager practises.
• Ability to have and manage difficult conversations.
• Ability to negotiate and deal with conflict.
• Awareness of Health & Safety legislation and employment law and the ability to source related information as required.
• Valid driving license
• A satisfactory DBS disclosure (to be undertaken by the Company during recruitment)
• Experience in a similar role within UK Voids sector or Windows, Glazing & Locks sector.

Job Types: Full-time, Part-time, Permanent

Pay: £40,000.00-£47,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private medical insurance
• Referral programme
• Sick pay

Work Location: In person