Operations and Service Manager

Great companies start with great people!

Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers.

Role Profile

*This role requires regular travel between Rainham (Essex) and Isleworth

Our Service Managers are responsible and accountable for the day-to-day management of our site and/or service area. They play a key role in the growth and retention of our customer base by delivering a high-quality service and experience in an increasingly competitive market.

Utilising operational expertise, this role is responsible for the ‘on time’ service delivery for the site/area, increasing efficiencies and achieving our operational targets.

As a member of the service management team, people management and promoting health and safety best practice is an essential part of this role, as well as driving high performance culture across the respective area.

Responsibilities

Operational Planning

• To work closely with the Operational Router to plan work demand to meet customer specification, whilst maximising efficiencies, operational resource and ensuring quality of service is maintained
• To ensure all operational and service delivery requirements for the site/area are fulfilled as per the issued work planner
• To oversee and manage ‘in-flight’ work activity and any re-routing requirements outside of the work planer
• To complete the booking off process where required, debriefs with technicians and accurate reporting of services carried out for each customer
• Work with defined metrics and utilise this date to provide valuable insight into potential service improvements and efficiencies
• Identify and solve operational problems whilst understanding and recognising any broader impact across the operation
• To work in collaboration with the company Fleet Administrator and ensure all vehicle related processes are completed for your site/area

Customer Service & Quality Assurance

• To visit customer sites and complete our field quality assurance process and checks to drive high performance and increase customer satisfaction
• To deliver excellent customer service through the consistent management of our service offering including installs, repairs and removals
• To work closely with our Customer Experience team to help address any customer queries or issues and ensure any operational actions are completed within the agreed SLA
• To work closely with local and national sales representatives to understand customer requirements and ensure high levels of customer satisfaction and retention are maintained

People Management

• To manage all people related activity for the site or area including employee relations. recruitment, performance, team development and engagement
• Drive high performance through effective check in meetings, performance reviews and development planning
• To ensure all Hygiene Technicians are trained to high standards and have the relevant product knowledge to deliver a great service to our customers

Health & Safety

• Champion Health & Safety and promote best practice and ensure all tasks and processes are completed on the relevant H&S platform or system
• Attend regular H&S meetings and regularly monitor/report site and area activity
• To ensure the site or service is compliant with waste management processes, documentation and any relevant legislation
• To ensure all team members are managing hazardous waste safely and other high-risk activity completed within Operations
• To ensure all site Health & Safety standards and safe systems of work are maintained by all team members
• To ensure Hygiene Technicians complete daily vehicle inspections, maintain safe loads, drive vehicles safely and keep within all prevailing road traffic and transport legislation

Project Support

• Support on the management and delivery of operational projects or new processes and procedures
• Complete all project action or tasks on time and keep the project lead regularly updated
• Ensure any local initiatives are aligned to the wider Operational strategy

Qualifications

• Relevant Wamitab qualification or the ability to complete if required
• Full Clean UK Driving Licence
• In-field’ people management experience – small to medium size teams
• Experience in leading an operational/service delivery function
• Operational and/or logistical background working with KPI’s and targets
• Experience in working with a varied range of internal and external stakeholders
• Experience in quality management processes
• Experience in using different systems and Microsoft software packages

Competencies

• Self-motivation and confidence
• Presentation skills –presenting updates to team members or management team
• Excellent communication skills – both written and verbal
• Excellent time management, reporting and analysis skills
• Ability to analyse operational data to drive performance
• Ability to meet robust operational targets that focus on quality assurance
• Ability to work independently, as well as part of a team
• Good organisational skills with a detailed and structured approach to work
• Ability to delegate responsibilities, and successfully manage and develop teams
• Ability to appraise situations quickly and react accordingly, considering fluctuation workloads and deadlines

Please note candidates must have received both doses of the Covid-19 vaccination or be willing to do so unless medically exempt, in order to comply with new legislative requirements for CQC registered service providers.

Job Type: Full-time

Salary: £50,000.00-£60,000.00 per year

Benefits:

• Company pension

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus

Experience:

• People Management: 2 years (required)
• Logistics: 1 year (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person