Operations Manager – M&E Building Services

Vector solutions is acting on behalf of their client who are a multi-faceted, M&E building services contractor. My client is seeking an Operations Manager, who will oversee the consistent delivery of high-quality customer service through a team of directly employed engineers and subcontractors across multiple trades. You will manage performance in line with agreed budgets and service standards, ensuring operational excellence.

Key Responsibilities:

Effectively manage and support engineers in line with their employment status, ensuring consistent performance management through company policies and procedures.
Ensure all engineers are measured and managed fairly and consistently.
Monitor and review adherence to Service Level Agreements (SLAs) to maintain high standards.
Oversee daily operations across Plumbing, Gas, and Drainage trades, ensuring costs and performance meet contractual and budgetary requirements.
Identify the root causes of complaints and implement action plans to address and improve service levels.
Maintain SLA performance 24/7, 365 days a year, including during peak operational periods.
Present performance reports to company directors weekly and monthly, identifying issues and detailing plans for improvement.
Conduct site visits and use various communication methods to keep both contracted and directly employed staff engaged and aligned with business objectives.
Foster a collaborative working environment with contracted engineers, shaping and influencing behaviour and performance.
Liaise with dispatch and account teams to gather feedback on performance and resolve any issues.
Ensure smooth departmental operations through strong relationships with engineers, office staff, and other stakeholders.
Ensure compliance with Health and Safety, financial, and operational requirements, adhering to best practices and legal standards.
Serve as the primary point of contact for subcontractors and directly employed staff, promoting company values and behaviours.
Key Competencies:

Strong team player with a positive attitude.
Ability to provide technical support.
Experience in recruiting engineers.
Assist sales teams with job pricing.
Support admin teams in resolving technical complaints.
Drive productivity improvements across the technician team.
Specialist / Technical Knowledge:

Strong management skills within a field-based customer service environment
Proven ability to meet financial and customer satisfaction targets through third-party organisations.
Knowledge of Plumbing, Gas, and Drainage regulations (desirable)
Proficiency in Microsoft Office (desirable)
Background & Experience:

Previous experience managing a mobile workforce in a regulated service delivery environment.
Proven track record of managing performance against commercial agreements through third parties.
Experience analysing and presenting complex information to stakeholders at all levels.
Financial Responsibilities:

Responsible for controlling operating costs and ensuring adherence to agreed financial targets.
Additional Information:

Full UK driving licence required.
Must be based in or able to commute to the Barnet office.
DBS check required prior to starting.

Salary: £40,500 - £60,500 per year

Additional Benefits:
Bonus scheme
Performance-based bonuses
Company events
Pension scheme
On-site parking
Schedule: Monday to Friday
Location: Hybrid remote in Finchley
Experience: 3+ years in management (required)
Certification: Plumbing or Heating qualification (required)