Branch Operations Manager – Responsible to: Regional Operations Manager. Location: Corporate Branches. Pay: Competitive. Hours of work: Full time, 40 hours per week.
About the company
GreenThumb Ltd has been making lawns look beautiful, lush and weed‑free for over 30 years. From its humble beginnings in North Wales, the company has grown to become Europe’s largest lawn care company, with over 220 branches nationwide and a loyal customer base of over 470,000. GreenThumb’s Corporate Division has expanded significantly over the last 12 months and is now directly responsible for the management of approximately 75,000 customers across 36 branches and five geographic regions of the UK.
About the role
The Branch Operations Manager (BOM) plays a pivotal role in ensuring that lawn treatment services are delivered on a timely, effective and efficient basis to the customers serviced by their respective branch. The BOM’s core role is to manage the Lawn Operatives day‑to‑day activities and to enthuse the team with a determination to provide the best service as representatives of the brand. The primary focus is on close management of the Lawn Operatives to drive operational efficiency, adopt best practice and pursue continuous improvement.
The BOM also needs to maintain and develop close relations with Head Office based support functions including Customer Services, Human Resources, Technical Services and Operations. As Lawn Operatives are ambassadors of the GreenThumb brand, the BOM holds a key role in ensuring the Lawn Operatives provide the best treatment service to our customers. It is anticipated that the BOM should spend at least 50% of their time overseeing the treatment of lawns by the Lawn Operatives or directly treating lawns.
Main duties
* Manage, develop, motivate and support a team of Lawn Operatives
* Manage the day‑to‑day operations of the branch
* Ensure compliance by the Lawn Operatives with GreenThumb’s Method, Service Level Agreement, Employee Handbook, Lawn Operative Minimum Expectations and Health and Safety procedures (seeking regular support from Head Office)
* Personally complete crew runs as necessary to assist the branch in delivering its monthly performance targets
* Ensure day‑to‑day scheduling/crew runs are completed by all crewmen and targets met
* Actively promote, coach and mentor team members on best practice, including regularly attending and observing lawn treatments carried out by the Lawn Operatives
* Liaise with Head Office, GTA and HR on recruitment, interviewing and training of Lawn Operatives
* Ensure scheduled crew runs are appropriate and effectively communicated to the Lawn Operatives; ensure customer advance notifications are completed on a timely basis
* Support and line‑manage Lawn Operatives’ achievement of daily and weekly treatment values and regularly liaise with the Scheduling team
* Manage and drive continuous improvement of product knowledge and knowledge of weeds, disorders and diseases within the team
* Act as an ambassador and coach others to raise awareness of the GreenThumb brand
* Ensure vehicles, equipment and machinery are clean, serviced and maintained and routine inspections are carried out
* Ensure the correct PPE is worn by Lawn Operatives at all times and that company uniforms are checked and replaced when needed
* Ensure the Lawn Operatives demonstrate a professional image at all times
* Improve the customer service rating of the branch and customer retention through excellent service delivery
* Positively resolve customer queries, complaints and service calls
* Visit customers as required to provide sales estimates, quotes and canvassing
* Hold regular team meetings, one‑to‑ones, reviews, appraisals and toolbox talks with the Lawn Operatives
* Identify any training needs of the team and arrange or deliver appropriate training
* Collect and reconcile cheques and cash payments received from customers
* Place orders for fertiliser and other items of stock, equipment and consumables; manage the stock held at the branch in line with NSK requirements
* Monitor and produce reports for the Regional Manager on individual and branch performance as required
* Ensure crew runs are accurately reconciled on a daily basis
* Operate within the agreed branch/hub budget
* Accurately record and monitor staff attendance including overtime, banked hours, holidays and absences, reporting any arising issues to the Regional Operations Managers and HR department on a timely basis
* Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment
Person Specification
* Good written and communication skills
* The ability to manage and motivate employees, encouraging engagement and new ideas
* Ability to maintain and forge good working relationships with all customers and stakeholders
* Flexibility to travel, work outside standard hours if required and work occasional weekends if necessary
* Full, UK driving licence
* Eligibility to work in the UK
* PA1 and PA6 Business/Management qualification
* NSK Trained
* Managing a team
* Health and safety
* Coaching and mentoring
* Excellent customer service and retention
* Budgets/cash handling and processes
* Stock control
* Use of continuous improvement tools and techniques
* Lawn treatment or similar experience – Lawn Operative Level; Level 3 or above
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