Operations Manager

Company overview

A.C. Wilgar are the most awarded plumbing & heating company in the UK and retain a loyal and satisfied customer base in our area. We are a company that takes pride in our staff and the integrity and quality of our work and have done so for the last 40 years. Unlike almost all other heating installers we employ all our staff as permanent PAYE employees, with no sub-contractors and hence no hidden costs to be passed onto our customers. Our business is, and has always been, driven around delivering the highest quality of service and after care. At A.C. Wilgar the customer is always our top priority. We are a growing and successful business, with office branches in Orpington and Beckenham servicing the Kent and South London areas.

Department overview

Operations consists of 28 field based staff; 6 in operational support, and 3 in Accounting. This the nucleus of the company, covering every aspect of managing the day to day needs of our customers and our field staff.

As our company has grown, so has the workload involved in managing the daily workload. We have an in-house CRM suite (“Surefire”) which we use to run our company as a one-stop-shop, from taking customer details, booking a job, ordering parts and taking payments.

Role description

We are looking for an ambitious, diligent & experienced operations manager with excellent customer service skills who shares our values and work ethics. The applicant must be responsible & thorough with keen attention to detail. We are looking for someone who has the natural attitude to go “over and above” to get a job done correctly to a high standard, and most importantly someone who takes pride in their work and cares about the end result.

Candidate must be computer literate and comfortable to carry out operational tasks on various Microsoft office programs. The ideal candidate would have experience working within the plumbing and heating industry and be extremely process & results driven.

Main responsibilities to include:

- Line manager to all operational staff in the Orpington office

- Being first escalation point for any customer complaints or queries, attending formal complaints on site

- Monitoring both office & field staff productivity & efficiencies and producing monthly reports

- Ensuring the operational processes are adhered to and implementing ongoing improvements on consultation with CEO

- Liaising with key suppliers to manage service levels and monitor prices

- Working closely with Surveyors/Engineers and Service Manager to challenge standards of best practice, safety & workmanship in line with the company’s high expectations.

- Carry out regular toolbox talks with all engineers to maintain a high level of compliance.

- Monitoring work volumes and working alongside the existing processes to optimise staff performance.

- It is expected that the candidate will be flexible to work on the day-to-day tasks in the office (answering the phones, booking jobs, etc.) when the company requires as is in the nature of the business.

- Audits and process checking of established business principles

Job Types: Full-time, Permanent

Salary: £50,000.00-£65,000.00 per year

Benefits:

• Company car
• On-site parking

Schedule:

• 10 hour shift

Work Location: In person

Expected start date: 01/06/2023