Service Operations Manager

  • £40000 - £45000 per annum
  • Posted: 04/09/2017
  • Hemel Hempstead B16 8LB Hemel Hempstead
  • Job Ref: 473103841
  • Permanent

Job Details


Service Operations Manager




Regional Service Manager


Supervisors & Engineers & Regional Planner


Regional Office - Hemel Hempstead


To manage all service operations within the Region. Responding to the technical, contractual and engineering needs of customers, clients and stakeholders for contracted and non-contracted planned maintenance and reactive work.


1. To lead, manage and provide a proficient, professional, cost effective and responsive 24 hour customer service, identifying areas where improvements can be made to the service

2. Manage the Regional Planner & Supervisor in work allocation and scheduling engineers / technicians in the most efficient and cost effective manner to use those resources

3. Managing and ensuring that an essential out of hour's standby rota is implemented

4. Ensure compliance with all technical and quality standards, liaising as necessary with Gas Compliance & Health & Safety Managers

5. Producing all relevant Risk Assessment & Method statements (RAMS) in a timely manner and ensuring these are communicated to customers, field engineers and sub-contractors

6. Ensure that engineers and sub-contractors activities are fully compliant with relevant Risk Assessments and Method Statements (RAMS)

7. To ensure that company operational activities are in compliance with company policy and statutory requirements on Health and Safety matters and all other relevant statutory regulations

8. To ensure a high standard of business performance output by measuring and managing the performance of the team, implementing effective and efficient practice, systems and processes

9. Provide effective operational support to the field based team with regard to clothing / PPE, stock management. Procurement, supplier management and general administrative services

10. Identify any shortcomings in the performance of team members and liaise with the Regional Service Manager to address any shortcomings or training needs

11. Proactively lead, manage and motivate the allocated team to deliver a high standard of operational service to customers, ensuring customer communications are dealt with in a highly professional manner

12. Coach and mentor the team where required and to ensure that systems are in place to measure the personal development and training needs of the team

13. To provide an agreed monthly report for the Regional Service Manager to monitor and review the standard of service delivery

14. To ensure effective communications through the delivery of team meetings and briefings and other information channels as appropriate

15. To ensure all reports are compliant with company and statutory Health and Safety working practices, policies and procedures. To make reports aware of any changes

16. To assist in local sales activity by assisting the sales team as required with information or supply of technical /engineering resources

17. To liaise and assist Contract Mangers as necessary to ensure operational performance of the Regions engineers and sub-contractors are within the required performance standards

18. Assist the Contracts Managers in assessing requirements for the preparation of reactive quotations or extended contract works.

19. Liaise with CHD & Central Admin in all matters that affect the Regions operational & planned work schedules including equipment hire & return, spare parts ordering & return, completed legible job reporting and costing for invoicing

20. Manage all sub-contractors to ensure full compliance and satisfactory completion of works. Ensure sub-contractors satisfactorily represent the company in appearance, conduct and correct working. Audit vehicles and equipment as necessary

21. Implementation of the relevant parts of the Quality Assurance System, carrying out personal assessments and audits on work completed and in progress for direct labour and sub-contractors to ensure the highest standard of work is being maintained and that the company achieve regulatory compliance

22. Using the Supervisory resource available, undertake audits of workwear, company vehicles, tools and equipment and take corrective actions as necessary. Ensure equipment is calibrated as required

23. To uphold the good name of the company at all times and not disclose to third parties confidential information

24. Any other duties, projects etc. that are necessary for the achievement of the company's objectives within the remit of the role

Note: the above list is not exhaustive and may be reviewed from time to time with the role holder.


Essential qualifications or licences:

 Good general level of educational achievement at Secondary School level

 GCSE (Grade 3 minimum) English and Mathematics or equivalent

 NVQ2

 NEBOSH/IOSH Certificate in Health & Safety or equivalent

 Full UK driving licence

Desirable but not essential qualifications or licences:

Educated to minimum HNC or NVQ equivalent – CITB recognised

 FGas registered

 Gas Safe Registered

 CSCS registered


 Basic understanding of the air conditioning, chiller and / or commercial gas (combustion) market would be an advantage

 Although a technical background is not required, the ability to grasp basic technical information in relation to the company's products and services is required


 Significant relevant experience of operational management of field engineers.

 Experience of working in a variety of commercial environments with a focus on technical delivery

 Experience of managing the work of others and coaching on performance

Key skills:

 Demonstrable ability to quickly grasp the technical requirements of a contract and provide options and solutions

 Good negotiating skills with customers and / or suppliers

 A ‘self-starter' that is well motivated, decisive and can act on own initiative in terms of managing workload

 Ability to build and maintain good relationships with a wide range of internal and external stakeholders at all levels across a business

 Excellent PC / computer and data inputting skills and the ability to use software e.g. Microsoft Word and Excel

 Clear and effective verbal and written communication skills

 Good interpersonal skills with a confident telephone manner

 Must be able to balance priorities and work calmly under pressure

 Experience of using Customer Relationship Management (CRM) systems e.g. Moby and Dynamics would be an advantage

 Good accuracy and attention to detail in record keeping and update of electronic databases

SPECIAL CONDITIONS (Physical, psychological or work demands)

 The nature of the work requires the post holder to be mobile, regularly working away from the Regional base and operating in the field

 May sometimes be required to take calls out of working hours to deliver a twenty-four hour service to customers

 A CRB check will be carried out on the post holder. Satisfactory clearance is a requirement of the role to facilitate site visits to premises such as schools and hospitals

 This role may require the post holder to lift weights of 10kg maximum unaided

Should you wish to learn more about this role please contact Adi at the FMNetwork on 0121 450 5000 or email me on