Role: Operations Manager

Purpose:
The Operations Manager will oversee and coordinate all grounds maintenance, invasive weed control, and gritting operations. The role is responsible for ensuring the delivery of high-quality services on time and within budget, meeting client expectations and industry standards. The Operations Manager will also play a key role in implementing strategies to drive the company’s growth objectives.

Key Responsibilities

1. Operational Leadership

• Lead, guide, and support the operations team to ensure efficient, safe, and high-quality service delivery.

• Maintain oversight of daily operations within the designated region, including seasonal maintenance schedules, landscaping projects, and ad hoc client requests.

• Implement process improvements to enhance efficiency, quality standards, and cost control.

• Ensure full compliance with regulatory requirements, health & safety regulations, company policies, and environmental standards.

2. Team Management and Development

• Build and manage a highly effective and diverse operations team.

• Foster a culture of operational excellence, safety, and high performance.

• Line-manage operational managers and ensure consistent delivery of company standards.

• Ensure teams are adequately resourced and receive appropriate training and development.

• Provide guidance, support, and feedback to staff, promoting a collaborative and positive work environment.

• Manage subcontractors to ensure work meets company standards and project requirements.

• Conduct recruitment for operational roles, supporting workforce planning and succession strategies.

3. Service Delivery Management

• Coordinate the delivery of all Grounds Care services, ensuring projects are completed on time, within scope, and on budget.

• Develop and implement project plans, timelines, and budgets.

• Liaise with clients, teams, and subcontractors to anticipate and resolve operational challenges.

• Prepare project reports and ensure the scope of works and pricing are understood before commencement.

4. Client Relationship Management

• Build and maintain strong client relationships through effective communication and problem-solving.

• Collaborate with Customer Service Advisors and the commercial team to ensure client enquiries are resolved promptly.

• Identify opportunities for additional services and projects with existing clients.

• Ensure client expectations are understood and consistently delivered by operations teams.

5. Technical Expertise and Compliance

• Maintain up-to-date knowledge of industry trends, techniques, and regulations.

• Provide technical guidance and support to teams and managers.

• Ensure all work complies with health, safety, and environmental regulations.

• Participate in industry events and training programs to enhance technical knowledge and best practices.

6. Financial and Commercial Management

• Develop and manage operational budgets, forecasting revenues, and controlling costs.

• Track KPIs, site audits, customer satisfaction, and team performance.

• Identify additional work opportunities to support company growth.

• Optimise resource allocation, including in-house teams and subcontractors, to maximise efficiency and minimise waste.

• Collaborate with finance and operations teams to prepare invoices, reports, and ensure timely client payments.

• Implement cost-saving measures without compromising quality or client satisfaction.

Key Performance Indicators (KPIs)

1. 100% of operational visits completed per week.

2. Minimum of 25 operational audits completed per week.

3. 100% of scheduled team training completed each month.

4. Operational costs maintained within budgeted margins.

5. Increased revenue through identification and delivery of additional works.

Reporting Structure:

• Reports to: Director of Operations

• Line manages: Supervisors and Operative roles