Head of Operations

Overview

Head of Operations Job in Ferndown

As a key member of the senior management team, the Head of Operations will lead with empathy, ensuring both field-based and office-based teams are supported, motivated, and empowered to deliver an exceptional after-sales service. This Head of Operations role is pivotal in fostering a culture of trust, collaboration, and professional development, enabling managers to lead with confidence while maintaining the highest standards of customer satisfaction. Through strong people management and a team leader structure, the Head of Operations will cultivate an environment where individuals thrive, working closely with senior leadership to drive both commercial success and a positive, people-focused workplace culture.

Salary and Benefits:

• A salary of £DOE per annum
• 23 days holiday + bank holidays, rising by one day a year to a maximum of 30 days
• Pension scheme
• BUPA Private Medical
• Life Assurance and Personal Accident Insurance
• Free car parking

Duties and Responsibilities

Customer Support Office

• Oversee the day-to-day operations of the department with the support of the Engineering Support Manager and other office-based team leaders
• Manage customer support desk, invoicing, warranty administration, parts department, equipment sales order processing, maintenance, and contract management
• While strategic management is handled by the Sales and Operations Directors, ensure integration of these activities into the After-Sales Office

Engineering

• Lead and manage the field and workshop-based staff, including the Technical Support Manager and the Engineering Support Manager
• Recruit, appraise, and monitor the performance of all staff under your supervision
• Attend regular off-site meetings with field engineering teams
• Collaborate with the engineering team leaders to ensure efficient workflow, equipment allocation, and minimal job slippage
• Provide support to the Workshop Manager when needed
• Utilize the experience of the Technical Support and Engineering Support Managers to make decisions and ensure efficient field support
• Manage sub-contractor oversight, ensuring adherence to ISO standards, health and safety, and cost agreements
• Support the Engineering and Technical Support Managers with warranty processes and maintain positive supplier relationships

Health and Safety

• Actively contribute to maintaining the framework of quality, health, safety, and environmental systems, working with external consultants when required, especially during annual assessments
• Manage and schedule safety testing for equipment used in the engineers’ vans and workshop facilities

General Management

• Participate actively in monthly senior management meetings, preparing reports detailing activities, projects, and action points
• Attend manufacturer and supplier meetings, contributing to the development of concepts designed to improve efficiency and maintain the company’s competitive edge
• Be willing to offer support and involvement in other areas of the business as necessary

Minimum Skills and Experience Required:

• Strong commercial awareness and understanding
• Excellent written and verbal communication skills
• High proficiency in Microsoft Excel, Outlook, and other relevant software
• Ability to problem-solve effectively under pressure
• Capable of making decisions as a senior leader within a team framework
• Ability to manage a diverse team with varying skills and backgrounds
• Engaging, empathetic, and approachable
• Effective team player with a collaborative mindset.
• Professional demeanour, with the ability to communicate methodically and confidently
• Self-motivated, disciplined, and enthusiastic with high energy
• Prepared to voice opinions and contribute to decision-making with a data-driven approach

This Head of Operations Job in Ferndown is ideal for a highly organised and strategic individual who can effectively lead teams, develop efficient processes, and maintain an exceptional standard of customer support. If you are passionate about an after-sales service and you thrive in a dynamic leadership position, we invite you to apply for this exciting opportunity.

If you are interested in this Head of Operations Job in Ferndown please click on ‘Apply Now’. Alternatively, if this Head of Operations Job in Ferndown isn’t quite right, please click here to see our other Jobs in Bournemouth, Dorset & Hampshire. 

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