Operations Manager – GAS BOILERS

Barnet, Hertfordshire
HUNTER MASON CONSULTING LIMITED

Operations Manager – Heating and Plumbing

Barnet

£45,000-£50,000

1. Role Purpose:

• Responsible for consistent day to day delivery of high-quality customer service through a team of both directly employed engineers and subcontractors on a commercial contractual basis across multiple trades.
• Responsible for ensuring that performance is effectively and continually managed against agreed budget and service standards.

2. Key Accountabilities:

• The ability to successfully and consistently manage all engineers in accordance with their employment status and have an understanding and proven experience of performance managing individuals via Company policies and procedures.

• Ensure at all times via regular review and monitoring that SLA’s are being adhered to.
• Close daily management across all trades (Plumbing, Gas and Drainage) to ensure costs and performance are in line with contracts and budgets.
• Identify the root cause of complaints and develop action plans to address and improve to an acceptable level.
• Deliver a plan to maintain performance of SLA’s 24/7, 365 days including operational peaks
• Present weekly and monthly reports to company directors in relation to performance, identifying any issues and provide detailed plans to maintain or correct performance.
• Undertake and plan site visits and utilise a variety of different methods of communication to keep both contracted and directly employed staff engaged and aligned with the business.
• Responsible for encouraging and developing collaborative working with contracted engineers and have the ability to shape and influence behavior and performance.
• Ensure compliance and timely delivery of Health and Safety, financial and operational requirements in line with best practice and legal frameworks and adhere at all times to the ‘AllServices4U Way’.
• To be the day-to-day contact point for subcontractors and directly employed staff and promote and encourage company values and behaviors.

3. Key Competencies:

• Team member
• Positive attitude
• Tech support
• Recruit new engineers
• Helping sales to price jobs

4. Specialist / Technical Knowledge:

• Management skills in a field-based customer service environment
• Achieving financial and customer satisfaction targets through third party organizations.
• Knowledge of regulations to support Plumbing, Gas and Drainage department – desirable
• Proficient to a high level in the use of Microsoft office package – desirable

5. Background and Knowledge

• Previous experience of managing a mobile workforce in a regulated service delivery environment.
• Previous and proven experience of managing performance against commercial agreements through third parties.
• Previous experience of regularly analysing and presenting complex information in a professional manner at all levels.

6. Financial Responsibilities

• Responsible for controlling operating costs against agreed cost targets.

7. Relationships

• Ability to manage complex relationships to ensure service delivery is maintained.
• Manage both internal and external relationships with all key stakeholders.

8. Other

• Full UK driving license essential
• Expected to live in or be easily accessible to the Barnet office
• DBS (One will be carried out prior to starting.