Purpose: The Operations Manager – Commercial is responsible for ensuring the effective operational delivery of Kinetico UK’s Commercial business revenue. This role leads the Commercial Customer Service team day-to-day, ensuring high-quality customer support, efficient technician job planning, and seamless coordination between Sales, Service, and Warehouse/Logistics functions. The role also plays a key part in driving growth from existing customers by developing strategic approaches to expand commercial account revenue, improving customer retention, and enabling value-added service delivery. The Operations Manager – Commercial will introduce robust KPI tracking and performance routines, develop a high-performing and fun team culture, and provide technical support to strengthen product knowledge across Customer Service and Warehouse operations. Key Areas of Responsibility: Commercial Operations Leadership Lead the Commercial Customer Service team to deliver outstanding daily performance aligned to revenue and customer targets. Ensure customer enquiries, orders, and service requests are managed efficiently and with high quality. Create a positive, high-performing environment with a fun, supportive culture that encourages ownership and teamwork. Set clear expectations and provide ongoing coaching to build confidence, capability, and accountability. Revenue Delivery & Existing Customer Growth Ensure the operational platform supports full delivery of Commercial revenue plans. Develop and implement strategic approaches to expand revenue from existing customers (renewals, upgrades, service opportunities, add-on products). Identify patterns in customer behaviour, opportunities for repeat business, and routes to increase account value. Work closely with Sales to ensure customer service supports pipeline momentum and contract delivery. Customer Service Efficiency & Technician Job Planning Partner with Service leadership to improve technician scheduling efficiency and job planning success rates. Ensure Customer Service teams plan and dispatch work to maximise technician utilisation, first-time-fix performance, and customer satisfaction. Improve the end-to-end sales-to-service handover so jobs are planned correctly and delivered to customer expectation. Standardise planning processes and embed best-practice workflows across the team. Cross-Functional Collaboration (Sales, Service, Warehouse) Act as the operational bridge between Commercial Sales and Service delivery teams. Ensure the Customer Service team provides proactive support that improves conversion, delivery, and retention. Support Warehouse/Logistics by providing technical insight and product guidance to ensure correct stock allocation, order build accuracy, and timely fulfilment. Maintain consistent communication routines to ensure clarity on priorities and customer commitments. Performance Management, KPI Tracking & Reviews Implement KPI dashboards and reporting routines for the Customer Service team, including productivity, planning efficiency, customer satisfaction, and revenue enablement. Run structured weekly/monthly performance reviews, using data-led insight to identify improvements. Establish a rhythm of coaching, one-to-ones, and development plans to sustain high performance. Monitor team workload and resourcing to ensure consistent service levels. Technical Support & Continuous Improvement Provide technical support to Customer Service and Warehouse teams as needed to resolve product-related queries or complex service planning issues. Ensure strong working knowledge of Kinetico commercial systems, service expectations, and installation requirements. Identify operational bottlenecks and lead continuous improvement initiatives to simplify workflows and improve customer outcomes. Recommend and implement system/process improvements to enhance efficiency and scalability. Key Competencies: Operational Leadership – ability to lead day-to-day customer service operations with pace, clarity, and discipline. Commercial Acumen – understands how operations directly enable revenue delivery and account growth. Planning & Efficiency Mindset – focused on maximising technician productivity and operational throughput. Customer Orientation – committed to delivering excellent customer experiences and sustained retention. Performance Management – confident setting KPIs, driving accountability, and embedding consistent review routines. Technical Capability – able to support product and service queries with confidence and credibility. Culture Builder – energises teams, builds fun/high-performing environments, and promotes ownership. Analytical Thinking – data-led approach to improving productivity, efficiency, and outcomes. Collaboration & Influence – effective cross-functional partner to Sales, Service, and Warehouse teams. Adaptability – comfortable managing priorities in a fast-moving commercial environment. Qualifications and Experience: Education Degree (or equivalent) in Business, Operations, Engineering, or related discipline ( desirable but not essential ). Professional Experience Proven experience (5 years preferred) leading customer service, scheduling, or operational teams in a commercial or technical environment. Strong track record in driving operational efficiency and improving performance through KPIs and structured routines. Experience supporting technician/field-service planning and improving utilisation or delivery performance. Exposure to revenue enablement, renewals, or growing value from existing customer accounts. Strong cross-functional collaboration background with Sales, Service, and Supply Chain teams. Experience using CRM/ERP or scheduling systems and performance reporting. Technical Skills Strong operational reporting and KPI dashboard capability (Excel/CRM/BI tools). Working technical understanding of products/systems in a service-led environment. Proficient in Microsoft Office Suite (Excel, PowerPoint, Outlook). Familiarity with Salesforce or service planning tools is advantageous. Additional Assets Experience in water treatment, technical services, plumbing, HVAC, or similar sectors ( advantageous ). Understanding of warehouse and logistics processes within technical product environments. Willingness to travel within the UK when required. Organisational Context: The Operations Manager – Commercial is a critical enabling role within Kinetico UK’s Commercial structure, responsible for ensuring that Customer Service operations fully support revenue delivery and customer growth. Reporting to the Head of Commercial Sales, the role leads the day-to-day Commercial Customer Service team, improves technician job planning efficiency, and strengthens collaboration across Sales, Service, and Warehouse/Logistics. Through a culture of high performance, collaboration, and continuous improvement, the Operations Manager – Commercial ensures Kinetico delivers an excellent commercial customer experience while driving growth from new and existing customer base.