Role
Operations Manager
Purpose
The Operations Manager will oversee and coordinate all grounds maintenance, invasive weed control, and gritting operations. The role is responsible for ensuring the delivery of high-quality services on time and within budget, meeting client expectations and industry standards. The Operations Manager will also play a key role in implementing strategies to drive the company's growth objectives.
Key Responsibilities
* Operational Leadership
o Lead, guide, and support the operations team to ensure efficient, safe, and high-quality service delivery.
o Maintain oversight of daily operations within the designated region, including seasonal maintenance schedules, landscaping projects, and ad hoc client requests.
o Implement process improvements to enhance efficiency, quality standards, and cost control.
o Ensure full compliance with regulatory requirements, health & safety regulations, company policies, and environmental standards.
* Team Management and Development
o Build and manage a highly effective and diverse operations team.
o Foster a culture of operational excellence, safety, and high performance.
o Line‑manage operational managers and ensure consistent delivery of company standards.
o Ensure teams are adequately resourced and receive appropriate training and development.
o Provide guidance, support, and feedback to staff, promoting a collaborative and positive work environment.
o Manage subcontractors to ensure work meets company standards and project requirements.
o Conduct recruitment for operational roles, supporting workforce planning and succession strategies.
* Service Delivery Management
o Coordinate the delivery of all Grounds Care services, ensuring projects are completed on time, within scope, and on budget.
o Develop and implement project plans, timelines, and budgets.
o Liaise with clients, teams, and subcontractors to anticipate and resolve operational challenges.
o Prepare project reports and ensure the scope of works and pricing are understood before commencement.
* Client Relationship Management
o Build and maintain strong client relationships through effective communication and problem-solving.
o Collaborate with Customer Service Advisors and the commercial team to ensure client enquiries are resolved promptly.
o Identify opportunities for additional services and projects with existing clients.
o Ensure client expectations are understood and consistently delivered by operations teams.
* Technical Expertise and Compliance
o Maintain up-to-date knowledge of industry trends, techniques, and regulations.
o Provide technical guidance and support to teams and managers.
o Ensure all work complies with health, safety, and environmental regulations.
o Participate in industry events and training programs to enhance technical knowledge and best practices.
* Financial and Commercial Management
o Develop and manage operational budgets, forecasting revenues, and controlling costs.
o Track KPIs, site audits, customer satisfaction, and team performance.
o Identify additional work opportunities to support company growth.
o Optimise resource allocation, including in-house teams and subcontractors, to maximise efficiency and minimise waste.
o Collaborate with finance and operations teams to prepare invoices, reports, and ensure timely client payments.
o Implement cost‑saving measures without compromising quality or client satisfaction.
Key Performance Indicators (KPIs)
100% of operational visits completed per week.
Minimum of 25 operational audits completed per week.
100% of scheduled team training completed each month.
Operational costs maintained within budgeted margins.
Increased revenue through identification and delivery of additional works.
Reporting Structure
Reports to: Director of Operations
Line manages: Supervisors and Operative roles
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