Regional Operations Manager
Swale Heating are one of the biggest and most recognised heating specialists in Kent since 1972 - meeting the heating needs of the South East of England. We are trusted by our customers to keep them safe and warm, every day of the year - this overriding objective drives everything we do.
We currently looking for a Regional Operations Manager. This is a fantastic opportunity to work with the largest independently owned heating company in Kent. Whether you are looking to further your career in this area or looking to work for a positive and forward-thinking company, this is the role for you.
If you are interested in the role, please apply and you will be redirected to our Company recruitment website. Please apply directly if you would like to be considered for the role.
Purpose of the role:
You are responsible for the management of both employees and operations within your area and will work closely with the Regional Field Manager and Regional Support Managers to ensure strong regional performance. You will ensure that your staff are empowered to deliver company and departmental instructions with an excellence as standard service delivery approach.
You will create a winning team that is complimented on its high quality of work, customer service excellence and efficiency. You will be a Swale Heating Ambassador who promotes our values of; Integrity, Excellence, Respect, Community and Reliability.
You will hold overall responsibility for, and will positively approach performance KPIs in your area for; First Time fix, Access Rates, Customer Satisfaction and Engineer productivity and you will ensure that your region is service compliant. You will actively resolve operational issues that are hindering performance within your area of authority, you will escalate and seek support from your line manager where appropriate.
Pension, holiday pay, discounted gym, cinema, shopping vouchers, Employee Assistance Programme, discounted healthcare plan, volunteering days off, long service awards, career development and a great working environment.
As a suitable candidate for this role you will have excellent communication and managerial skills and the capability to build a successful and empowered team leading them through our vision and values. You must be customer focused with the ability to make effective decisions and implement change where necessary.
Essential Qualifications & Experience:
Qualified to A Level standard or Equivalent experience
Excellent Customer Service skills with preferred experience in a call centre
Planning/Scheduling experience (or in depth understanding) in the customer service industry
Excellent organisational skills with the ability to successfully multi-task.
The ability to make quick decisions to resolve operational problems supporting productivity
The company operates extensive IT systems and mobile technology. You will be expected to familiarise yourself with the operation of such systems.
Team Management / Leadership
Provide leadership to and management of your team, including recruitment, induction, training, performance management (1-2-1’s, appraisals and management of poor performance where necessary), mentoring and absence management
Promote the company ethos and values through everything you do, and ensure your team uphold our values. Demonstrate good leadership and celebrate success.
Work with the Resource Manager to ensure your team is resourced correctly to delivery against operational SLA and Customer Service SLA.
To lead, by taking full responsibility and ownership of the customers in your area by always delivering service operational and Customer Service excellence from your Hub.
Promote teamwork and positive behaviour and work towards successful partnerships with our client
Contractual Knowledge and Performance Delivery
Work closely with your Area’s Regional Field Manager to:
Ensure the Area has the right level of labour and to ensure they have the correct availability to meet SLA & KPI’s; To
Ensure there is a joined-up approach to service delivery from the indoor and the outdoor team.
Drive first time fix, access rate, productivity, appointments confirmed on site and various SLA’s to drive the customer journey
To be an expert in your Area and have a good knowledge of all contract requirements within CSO and to monitor SLA & KPI’s taking responsibility for your area’s performance
Undertake periodic checks at strategic intervals during the day, report your findings, trends or patterns
Ensure that all daily tasks are completed by your team and all work queues are clear
Manage client expectations and ensure your team keeps our customers updated always, especially if their appointment is altered in anyway.
Work with the Customer Experience Team to understand customer complaints, themes and agreed solutions. Ensure complaints are used to improve our service.
Any other duties set to you by Senior Managers or Directors.
Location & Travel
This role is office based in Sittingbourne with occasional travel and overnight stays.
Hours of work:
37.5 hours per week
Hours of Department Operation 7:00am and 10.00pm Monday to Sunday
Core Hours of Work: 8:00am to 6pm (variable start and finish times) with occasional evening and/or weekend working.
Please note- Only the CVs received directly to our company website will be considered for the role.
Please note- CV’s are viewed on receipt. Therefore, we reserve the right to close or extend this position depending on application numbers.
Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.