Salary: Negotiable dependent on experience Additional benefits: Mileage re-imbursement / Phone / Laptop / Company Car or Car allowance is negotiable for the right candidate Additional Bonus: Ad hoc bonus and commission scheme Days / Hours: Monday to Friday day shifts with flexibility on shifts to check in with staff working nights on the portfolio Location: Kent and surrounding areas. Our customer is an FM Company with a female-majority board leading in diversity and inclusivity across the security, cleaning and concierge industry. They are focussed on people by driving change in the industry, working on partnerships and ensuring hard work and commitment is rewarded at every level. They provide security and FM requirements across an array of sectors, including educational settings, student accommodation, healthcare, corporate / estate management, logistics and distribution, social housing, utilities, and shopping centres. Role: Working remotely and from the Company Clients' sites, the Operations Manager is responsible for the day-to-day operations of our customer's corporate high-end contracts and accounts under their control. Key Responsibilities for the Operations Manager: * To ensure that the operations on your sites run in respect of management, staffing, and operations. * To develop strong relationships with customers and employees. * Ensuring that the provision of services is of a high standard by, holding regular constructive and proactive customer meetings. * To ensure that company policy and procedures are implemented and complied with. * Identify opportunities to improve business processes and devise plans to implement these changes * To resolve Customer Complaints promptly and escalate where appropriate. * Carrying out regular site visits and supporting the Company's commitment to Continuous Improvement. * Identify new services with current Clients and possible new Clients to grow and expand the business Duties: * Build Customers relationships by ensuring they are visited/spoken to on an agreed basis, together with an agreed SLA (KPIs). * Build team rapport and develop skillsets with all front-line colleagues by carrying out site visits, monthly 1:2:1s, ensuring they are fully trained to carry out their duties, and annual appraisals. * Design, introduce and implement new service initiatives to meet your customers' changing needs. * Ensure excellent communication with all team members. * Develop, manage, and monitor front-line colleagues under your control to ensure the relevant standards, contractors' obligations, and health and safety issues are resolved. * Ensure site documentation is correct and comprehensive, including - assignment instructions and risk assessments. * Minimise and action customer complaints effectively, including potential investigation and disciplinary meetings. * Organise and agree on annual price increases with the Client to maintain the approved margin and ensure appropriate systems and forms are completed. * Ensure all necessary reporting is completed and to the required time scales. * Ensure sites hours are fully covered, including carrying out Interviews to ensure best candidate selection. * On a rota basis, being the Duty Manager out of hours. Requirements: * Proven experience managing multiple sites in the security industry * Effective communication and interpersonal skills * Conscientious, responsible and people focussed * A keen eye for detail and a result-driven approach * Excellent understanding of the security industry, its services and clients * Happy in a changing environment where they are part of the drive for continuous improvement and change City Group is committed to equal opportunities. We welcome applications from candidates irrespective of ethnic origin, gender, marital status, religious belief, sexual orientation, disability, or age