Job Title

Location

Reports to

Contract Manager

Assistant Operations Director

Job Description

Main purpose of role:

To actively manage and lead the continuity of existing contracts to ensure that financial and operational expectations are met or exceeded.

To take an active lead in the development of new business from existing or new streams of work in line with agreed targets.

To develop a strong and sustainable management and supervisory team able to manage current operations with capacity to absorb new business.

To engage with client managers to ensure company initiatives are understood to maximise organic growth opportunities.

To take an active lead in the management of Health and Safety in the workplace. To ensure compliance with the Company ISO 9001 Quality Management, ISO 14001

Environmental Management and OHSAS 18001 Occupational Health and Safety procedures.

In conjunction with the senior management team develop the service offer to ensure the maintenance of a competitive edge and grow the business in line with agreed targets.

Key Accountabilities:

OPERATIONS

1. To be responsible for the contract with regard to compliance, growth, financial performance and operational service delivery.

1. To provide instructions/advice/guidance to service Team Leaders and staff on all aspects of service delivery, financial performance, legislative requirement and compliance with company policy.

1. To develop and implement a suite of KPI’s for all contracts to demonstrate strict contractual compliance.

1. To develop and implement all social value targets included within the contract using Impact to report monthly to both the business and client.

1. To develop and produce monthly client reports in line with the contract requirements.

1. To represent the company with all clients on a variety of service delivery developmental areas.

1. Ensure all staff, direct and indirect, hold the required competencies to carry out the required duties.

1. Work with the assistant operations director to develop the service offer and secure value added business in all contract areas.

1. To ensure service delivery on all contracts meets and exceeds the local requirement at all times.

1. Assist with contract mobilisations and close downs as required.

1. Lead and Support the implementation of strong operational processes based wherever possible on the implementation of MSS scheduling system.

1. Maximise business growth from existing contracts by developing initiatives and fostering partnership working.

1. Research and develop new profitable contracts in accordance with agreed targets.

1. Working with other senior managers assist in the development of new business streams in the region.

FINANCE

1. To attend monthly financial review meetings for contracts within your remit and be accountable for all revenue and expenditure activity.

1. Assist the assistant operations director to control debtors and ensure the processing of invoices and collection of debts are undertaken appropriately.

1. Assist the assistant operations director provide monthly financial forecasts for all contracts within your remit.

1. Be proactive in the development of change management requirements with regard to new contracts ensuring financial expectations are achieved.

POLICY

1. To ensure compliance with the Company ISO 9001 Quality Management, ISO 14001 Environmental Management and OHSAS 18001 Occupational Health and Safety procedures.

1. To ensure compliance with all other current Company policies and procedures including but not limited to vehicle and machinery management, Equal Opportunities, Customer Care and insurance management.

1. To take a clear lead in all matters regarding vehicle management to ensure compliance with all statutory controls.

1. In conjunction with the service delivery manager, ensure all staff receives an annual performance review and the findings are recorded and held on individual’s personnel files in Cascade.

1. Ensure all contract management and supervision understand and accommodate appropriately the legislative requirements and KrinkelsUK approach to the accommodation of Equal Opportunities, Customer Care and all other relevant policy and/or legislative requirement.

HEALTH AND SAFETY

1. To ensure the company Health and Safety Policy is strictly adhered to on all contracts at all times.

1. To ensure a safe working environment is maintained for all KrinkelsUK staff, subcontractors, members of the public and customers at all times.

1. To identify and mitigate all major contractual risk in conjunction with the assistant operations director, Health and Safety team, Operations Director and other senior company managers.

1. Ensure team members wear the relevant personal protective equipment and Company uniform and appropriate identification whilst working that provide high standards of presentation reflecting Company professionalism at all times

CUSTOMER SERVICE

1. Provide excellent levels of Customer Service to the general public, all residents and colleagues by being courteous and professional, taking the lead and setting an example that the Team consistently follows whilst out on site.

1. To undertake all duties, appropriate to your grade and hours of work, as may be reasonably requested by the assistant operations director or the operations director.

Performance Measures:

• Meet or exceed annual budget for turnover and profit on the contract.

• Meet or exceed annual growth targets.

• Evidence management training and development undertaken to continually improve the team.

• Evidence operational and service improvement initiatives taken.

• Social value targets are met.

• KPI targets are achieved.

• Ensure all performance reviews are undertaken annually for all staff including your management team.

• Ensure contract start up’s for new business are managed effectively and in line with tender assumptions.

• Ensure all contract close downs are effectively managed to ensure revenue is maintained and contractual obligations are delivered.

• Develop relationships with current and potential clients as part of the business development element of the post.

Key Relationships:

• Managing Director
• Executive Director
• Operations Director
• Assistant Operations Director
• Bid Team
• Health and Safety Team
• Council Officers
• Elected Members

Person Specification

Experience required:

• Minimum of 3 years’ experience managing in the public or private sector.
• Experience of working to high standards and leading a team.
• Experience of handling difficult contractual situations.
• Ability to communicate at all levels both written and verbally including the delivery of presentations.

Knowledge required:

• Excellent understanding of managing individual, team and area, financial and operational performance.
• Detailed knowledge of Health and Safety regulations and safe working practices.
• Detailed knowledge of Grounds Maintenance, hard and soft landscaping with the capacity to learn new skills to develop.

Skills and abilities:

• Ability to work on own initiative and effectively manage a team of professionals.
• Ability to deal effectively with people at all levels.
• Strong communication skills e.g. Leading and managing performance of a team.
• Good problem solving skills.
• Excellent customer care skills/service delivery focused.
• Ability to lead a team by example.

Other

• Flexible, can do attitude – good at making things work and get the job done.
• Responsible.
• Honest and reliable.

Qualifications

• Full UK Driving License.
• Higher level horticultural qualification plus management experience.

Approved by:

Paul Norton Operations Director

Date:

19/01/2026

Name of Employee:

Signed by Employee:

Date:

Role:

Operations Manager

Purpose:

To be accountable for overseeing and coordinating grounds maintenance, invasive weed and gritting operations within the company, ensuring the high quality and on-budget delivery of all services for Grounds Care Group clients, overseeing all aspects of the operations to ensure compliance with industry standards and client satisfaction.

To be instrumental in the implementation of strategies and the delivery of the company’s growth objectives

Accountabilities
Relevant outcomes that support what the business needs to achieve

1

Operational Leadership

• To lead, guide and support the Operations team to ensure high quality service delivery.
• Maintain an overview of daily operations within the designated region, ensuring service delivery is efficient, safe, and to high-quality standards.
• Oversee the implementation of seasonal maintenance schedules, landscaping projects, and ad hoc client requests.
• To implement process improvements to increase efficiencies, improve standards and control costs.
• To implement efficiencies ensuring that no compromise to service, standards, team experience and customer relations.
• To ensure the company operates in full compliance with regulatory bodies and industry standards
• Monitor and enforce compliance with health & safety regulations, company policies, and environmental standards.

2

Provide operational leadership to Grounds Care Group teams:

• To build and manage a highly functioning, diverse and effective team
• To develop and foster a culture of operational excellence, quality and safety.
• Line management for Operational Managers ensuring Grounds Care Group standards are consistently delivered.
• To ensure that the business has adequate resources (human and equipment) to deliver planned works
• To ensure that all team members receive training and development to enhance skills, support succession planning and retain a professional and committed workforce.
• To provide support, guidance and direction in all aspects of team management.
• Foster a positive and collaborative work environment that promotes teamwork and innovation that drives company growth.
• Oversee the engagement and management of sub-contractors to ensure that they deliver the required works to Grounds Care Group standards.
• To ensure the teams have the necessary resources and information to deliver the scope of works on budget and to the client’s satisfaction.
• Ensure that contract plans, timelines, and budgets that are appropriate for the works involved.
• Coordinate with managers and clients to ensure smooth operational service delivery, anticipating and resolving issues that could affect the quality of work.
• Oversee operational performance, making necessary adjustments to services, routes and schedules to maintain quality and efficiency and ensuring updates are logged on the relevant systems so all stakeholders are aware (Zoho CRM, ServiceBridge and Zoho Creator).
• Conduct site visits to assess work quality and address any issues.
• Lead on recruitment for operational roles, working closely with managers and supervisor/s and the HR team to ensure that there are adequate resources to deliver planned works.
• Identify areas for team improvement and support with the implementation of corrective actions or process improvements
• To ensure communication within the operation is efficient and effective, implementing processes that optimise communication within the business.
• Monitoring of tasks and responsibilities to ensure they are efficiently assigned to teams
• Provide guidance, support, and feedback to managers and teams to ensure their success.
• Conduct regular performance evaluations and implement improvement plans as needed.
• Identify the need for and source new sub-contractors as required to deliver works.
• Ensure all work is completed in line with the company’s Health & Safety standards and operating procedures.

3

To manage the delivery of Grounds Care Group services:

• Ensure all stakeholders have the required information to be able to deliver the scope of works on budget and to the client’s satisfaction.
• Develop and implement project plans, timelines, and budgets that are appropriate for the works involved.
• Coordinate with clients, Grounds Care Group team members, and subcontractors to ensure smooth service delivery, anticipating and resolving issues that could affect the quality of our work.
• Prepare and submit project reports as required.
• To ensure scope of works and pricing from sales is understood before works commence.

4

Develop high quality trusted client relationships through ensuring clients understand planned / current works and are satisfied with the service provided by Grounds Care Group:

• Collaborate effectively with the Customer Service Advisors to ensure customer enquiries are dealt with promptly and accurately by the customer service team.
• Collaborate effectively with the commercial team to ensure our clients receive consistent service and their requests are actioned promptly.
• Build and maintain strong on-site relationships with clients through effective communication and problem-solving.
• Ensure client needs and expectations are clearly understood and delivered by the teams
• To Identify and pursue opportunities for additional services or projects with existing clients, and other operations colleagues to ensure such opportunities are logged and actioned promptly.

5

To demonstrate high levels of technical expertise, proficiency and attention to detail in your work:

• Stay up-to-date with the latest industry trends, techniques, and regulations related to grounds maintenance, advising colleagues to help ensure the best possible services for our clients
• Ensure all work is performed in compliance with relevant health, safety, and environmental regulations.
• Provide technical guidance, expertise and support to managers and teams as needed
• Collaborate with other teams within Grounds Care Group, such as sales and customer service, to develop new service offerings and improve existing services.
• Participate in industry events and training programmes to enhance your knowledge and skills that are relevant to the Grounds Care Group business.
• To manage Health and Safety in line with Company and statutory standards

6

To deliver commercial growth and ensure rigorous financial management within the company delivered by your team to ensure the continued growth and success of the Grounds Care Group business:

• In liaison with the Finance Department, create the budget; Forecasting revenues and planning costs for the forthcoming year.
• To manage budgets to always ensuring profitability and cost control
• To develop and manage operational and financial metrices to measure company performance
• Track and report on KPIs, site audits customer satisfaction and team performance
• Drive teams to identify extra works and opportunities to grow the range of services provided to clients.
• Use the company’s systems to develop and manage contract/project budgets to ensure profitability and cost control at all times.
• Maintain accurate records and monitor contract expenses, taking corrective action as needed to stay within budget.
• Ensure the optimisation of resource allocation (in-house teams and sub-contractors) and utilisation within the team to maximise efficiency and minimise wastage.
• Collaborate with the finance and operations teams to prepare accurate and timely invoices, financial reports and supporting evidence to ensure clients approve payments on time.
• Identify and implement cost-saving measures within the teams without compromising work quality or client satisfaction.

KPIs -

Quantitative measures that demonstrate success in the role (up to 5)

1

100% of visits completed by operational teams per week

2

A minimum of 25 audits completed by the operations team each week

3

100% of scheduled team training completed per month.

4

Operational costs are maintained withing budgeted % margins

5

% of increased review through identification and securing of additional works