Join Zing, a reputable company with over 20 years of expertise in commercial cleaning across London. We are currently undergoing rapid growth and are in search of a dynamic Head of Operations to lead our team to success and manage client relationships.
The Head of Operations is responsible for ensuring our customers expectations are met or exceeded. With the help of three Regional Managers reporting to you, you will oversee whole business operations, mainly in the South East.
Basic Salary: £48,000 - OTE: £58,000 (if all bonuses are achieved)
Working Hours: 40 hours per week, Monday to Friday 9 am to 5 pm with some out of hours visits to customer sites within cleaning operations times, which might include early mornings and late evenings
Holidays: 20 days per annum + Bank Holidays
Other Benefits: Automatic Electric Car, Loyalty, behaviours and referral bonuses
Location: 100% office-based (SW4 6JP)
Start Date: mid-August/September
Core Duties and Responsibilities:
Capacity planning and management:
Responsible for advising Operations Director on service team capacity.
In charge of continually reviewing capacity levels within service teams to ensure workload not insufficient/oversubscribed.
Distribution:
To assist in the research and recommendation of new sales territories
Client management:
Contribution to the client management strategy development
Positioning:
Contribute to the positioning strategy from a service perspective
New Products:
Contribution to ideas for new products and liaising with Operations Director for implementation
Pricing and packaging:
Contribute to the pricing and packaging strategy based on field knowledge
Culture:
Responsible for ensuring that management and team behaviour reflects company values
Operations management:
Contribution to delivering the operations management strategy for service team
Responsible for conducting and documenting 121 meetings with Regional Managers on a monthly basis
Training:
Contribution to design and implementation of training manual/processes for service delivery department
Responsible for ensuring that training processes meet companys training strategy requirements
Contribution to reviewing all training procedures for service delivery department
Responsible for ongoing skills reviews with current service staff and program to up-skill as necessary
Responsible for providing HR with training records for Regional Managers
Responsible for educating Regional Managers on any new products being introduced
Sales:
To ensure that all referrals received from the frontline staff are dealt with as per process and referrals bonuses are paid
Responsible for generating sales leads to achieve annual sales target
Conducting tender processes for existing and new customers
Upselling/downselling to existing customers to ensure all contracts generate adequate Gross Profit margins
Ensuring that one off cleaning services and pest control are quoted for within agreed time scales and are send to customers within 48 hrs
Responsible to replace lost Gross Profit through upsells/downsells process
Marketing:
Liaise with marketing team to assure consistent image of the brand
Responsible for ensuring that all documentation/branding being used in the field adheres to marketing and positioning strategy (most up to date as possible)
Product preparation:
Responsible for reviewing cleaning, supplies and pest control contracts accordingly to customers requirements and sending them within agreed time scales
Ensuring that all contracts are signed and dated
Responsible for ensuring all workflows between client and company are followed
Responsible for liaising with Regional Managers/Partners/Specialist Cleaning Services to arrange additional jobs and delivery of supplies
Responsible for liaising with Accounts to ensure that all additional services are billed correctly
Responsible for liaising with Regional Managers to ensure that all additional jobs are completed to the satisfaction of the client
Responsible for reviewing all procedures involved in product delivery, highlighting any issue and providing training/retraining where appropriate
Responsible for ensuring that all equipment is PAT tested prior to use
Service Delivery:
Responsible for meeting specific KPI targets set by the business. If targets are not being met remedial actions plans will be required to correct under performance
Support and advise Regional Managers when requested
Ensure all servicing duties are carried to highest standards as per contract requirements through site visits and client monitoring
In charge of Regional Managers and ensuring that they all adhere to company standards of practice
Responsible for day to day running of service team and to ensure that the team is achieving Revenue Retention of 90%
Client Services:
Responsible for scheduling and attending 2 customer meetings per week
Contact customers following annual task schedule. Monthly tasks must be completed by the last day of each month
Action all customer feedback with Regional Managers to ensure a positive outcome is reached
Ensure all INT NCRs and NCRs are recorded and ensure that these are actioned and followed through to reaching positive conclusion with customers
Responsible for annual price increases
IT:
Adhere to IT Policies and lead by example
Responsible for ensuring that Regional Managers are trained and competent on all necessary IT equipment & programmes
Admin:
Responsible for drafting, sending, responding to all emails within specified time scales and according to process
Responsible for ensuring that all new arrangements are signed with customers including standard terms and conditions
Responsible to ensure that contract end process is followed
Responsible for responding to internal and external phone call inquiries within specified time scales
Accounting and finance:
Contribution to design and review of service budget
Responsible for providing monthly payroll
Responsible for checking cleaners payroll monthly and ensuring it is within budget
Responsible for planning Regional Mangers schedules and site visits as per customers requirements
Responsible for ensuring that the product delivery team costs do not exceed agreed budgets
Responsible for reporting budgetary figures into the KPI report for 121 meetings
Premises & Fleet Management:
Submitting monthly mileage to Office Manager
HR:
Responsible for attending disciplinary hearings and ensuring that all documentation from the hearing is sent to HR
Consulting HR on disciplinary matters on regular basis
Responsible for the design and implementation of the recruitment strategy for Regional Managers and completing new starter checklist
In charge of managing and organising Regional Managers holidays to ensure un-interrupted service levels to the business and customers and reporting them to Accounts
Responsible to ensure that Regional Managers contracts are always up to date
Responsible for conducting and documenting appraisals with Regional Managers and submitting them to HR
Responsible for ensuring probationary and induction processes are followed
Legal:
Adhere to Employee Handbook making sure that all policies and procedures are followed in line with the handbook
Compliance:
In charge of ensuring that all sites have a health & safety file and a risk assessment designed and provided to themselves and the on-site staff
Responsible for ensuring that the product delivery department complies with ISO 9001, ISO 14001 and Safe Contractor processes
Qualification/Skills/Experience
Ability to work flexible hours which will include visiting sites out of hours
Excellent numeracy skills and knowledge of Excel spreadsheets (e.g. managing profit/loss)
Proven track record in delivering customer service and going the extra mile
Experience of managing client relationships
Experience in and knowledge of the cleaning industry
Proven track record in similar position
Clean driving licence & DBS check (We will assist in the procedure)
High level of personal organisation demonstrable in previous role
Proven ability to make decisions and manage various tasks at the same time
Demonstrable experience in dealing with staff
Don't miss out - Apply now by forwarding your CV to be considered for this excellent opportunity.
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