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Service Operations Mananger

Job Title: Service Operations Mananger
Contract Type: Permanent
Location: Hertfordshire
Salary: £ 35,000 - £ 45,000, Plus Bonus, Car Allowance, Excellent Benefits Package
Start Date: Immediate
REF: TS-LH-143
Contact Name: David Walker
Contact Email:
Job Published: almost 5 years ago

Job Description

Our Client is the specialist for air treatment. They supply air handling units, fan coil units, unit heaters, close control units and air filters.

They are looking to recruit a Service Operations Manager to manage all service operations within the Region. Responding to the technical, contractual and engineering needs of customers, clients and stakeholders for contracted and non-contracted planned maintenance and reactive work. This role is mainly office based.

Key Responsibilities:

  • To lead, manage and provide a proficient, professional, cost effective and responsive 24 hour customer service, identifying areas where improvements can be made to the service.
  • Manage the Regional Planner & Supervisor in work allocation and scheduling engineers / technicians in the most efficient and cost effective manner to use those resources.
  • Managing and ensuring that an essential out of hour's standby rota is implemented.
  • Ensure compliance with all technical and quality standards, liaising as necessary with Gas Compliance and Health & Safety Managers.
  • Producing all relevant Risk Assessment & Method statements in a timely manner and ensuring these are communicated to customers, field engineers and sub-contractors.
  • Ensure that engineers and sub-contractors activities are fully compliant with relevant Risk Assessments and Method Statements.
  • To ensure that company operational activities are in compliance with company policy and statutory requirements on Health & Safety matters and all other relevant statutory regulations.
  • To ensure a high standard of business performance output by measuring and managing the performance of the team, implementing effective and efficient practice, systems and processes.
  • Provide effective operational support to the field based team with regard to clothing / PPE, stock management. Procurement, supplier management and general administrative services.
  • Identify any shortcomings in the performance of team members and liaise with the Regional Service Manager to address any shortcomings or training needs.
  • Proactively lead, manage and motivate the allocated team to deliver a high standard of operational service to customers, ensuring customer communications are dealt with in a highly professional manner.
  • Coach and mentor the team where required and to ensure that systems are in place to measure the personal development and training needs of the team.
  • To provide an agreed monthly report for the Regional Service Manager to monitor and review the standard of service delivery.
  • To ensure effective communications through the delivery of team meetings and briefings and other information channels as appropriate.
  • To ensure all reports are compliant with company and statutory Health & Safety working practices, policies and procedures.
  • To assist in local sales activity by assisting the sales team as required with information or supply of technical / engineering resources.
  • To liaise and assist Contract Managers as necessary to ensure operational performance of the region's engineers and sub-contractors are within the required performance standards.
  • Assist the Contracts Managers in assessing requirements for the preparation of reactive quotations or extended contract works.
  • Any other duties, projects etc. that are necessary for the achievement of the company's objectives within the remit of the role.

Key Requirements:

  • Good general level of educational achievement at Secondary Level, GCSE (grade 3 minimum), NVQ2, NEBOSH/IOSH Certificate in Health & Safety or equivalent.
  • Full UK Driving Licence.
  • FGas, Gas Safe, CSCS registered, HNC or NVQ desirable but not essential.
  • Basic understanding of the air conditioning, chiller and / or commercial gas market would be an advantage.
  • The ability to grasp basic technical information in relation to the company's products and services.
  • Significant relevant experience of operational management of field engineers.
  • Experience of working in a variety of commercial environments with a focus on technical delivery.
  • Experience of managing the work of others and coaching on performance.
  • Good negotiating skills with customers and / or suppliers.
  • A self-starter that is well motivated, decisive and can act on own initiative in terms of managing workload.
  • Excellent PC / computer and data inputting skills and the ability to use software e.g. Microsoft Word and Excel.
  • Good interpersonal skills with a confident telephone manner.
For more information about this position, please contact David Walker on 0118 930 4444 or