Operations Manager / Scheduling & Contracts

Central Tunbridge Wells

£ circa 40,000 per annum *

22 days annual leave per year + Bank Holidays, (increases with service), Pension, small flexibility within start/finish times (8-6pm), and a Performance Bonus

Culture: Busy, small professional company with a reactive and fast paced environment.

Monday - Friday / 8.30am-5.30pm / Fully office based

Company:

This company work with some of the most prestigious and important buildings and establishments in the country to include Airports, famous Department Stores, 5-star Hotels, Casinos and Restaurant Chains, Universities, Housing Associations and government contracts. Service delivery is at the heart of everything they do and the feedback from customers is excellent!! A busy, friendly and dynamic supportive team where no two days are the same.



The role involves managing an operations team within the office of around 12 people, which consists of client relationship team, scheduling team and booking coordinator team. It is a varied role, so a flexible and adaptable approach is required, as well as a passion for customer service delivery. You will be managing and working within the operations team and be able to deal with issues 'head on' with excellent management skills.

Role

The responsibilities of the role will include working within the Management team to ensure state of service is maintained and address any pest related issues across our client sites. The Operations Manager will ensure excellent customer service is maintained and communication is maintained across all stakeholders. They would be continuously reviewing internal processes and systems, identifying areas for improvement and implementing new strategies across the business.

The Operations Manager will be managing the operations team within the office within 3 sections as below:

Scheduling

* Overseeing the scheduling team ensuring client state of service is maintained.
* Ensuring state of service is maintained for our client base.
* Maximising efficiencies and productivity of our field based technicians through reviewing technician patches and feeding back to service management any issues with productivity.
* Supporting the migration of scheduling to the CRM system.
* Working closely with the Service Management team regarding any concerns over service delivery

Client Management

* Overseeing the Client Relationship team and dealing with any client escalations or complaints, although complaints are rare.
* Overseeing larger key client accounts ensuring KPIs are met and clients are happy.
* Attending key client meetings face-to-face or via teams
* Preparing Analysis reports for clients.
* Complaint Management

Booking Coordinator Team

* Overseeing the Booking Coordinator team ensuring all jobs are maintained as per contract objectives, KPIs and SLAs.
* Ensuring all contracts are up to date.
* Dealing with any contract escalations in a timely manner.
* Attending contract meetings.

On-call

The office currently manages emails out of hours for any urgent client requests or complaints. This is part of a rota and is currently 1 in 6 weeks. Acknowledgement and sending to on-call service Management team.

What skills do you need?

* Previous proven management experience
* Proven skills in Scheduling required in similar environment Engineering / Manufacturing /Service / Utilities / Operations
* Excellent communication skills and telephone manner.
* Confident individual.
* Working within a face paced environment.
* An ability to deal professionally and calmly with clients and engineers over the phone at all times, managing complains and contractual issues
* Ability to multi-task and work on your own initiative in a busy environment
* Thinking 'outside of the box'.
* *Salary will be depending on experience level please call to discuss or apply with your salary requirements

**

Immediate interviews await the right candidates, please apply online with your latest CV for consideration.

This role is being managed by Debbie Foster and Katrina Smith - Tunbridge Wells - Office Angels. 01892 614242

Or e-mail your CV in confidence to debbie.foster@office-angels.com / katrina.smith@office-angels.com

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