Operations Manager (Fire)

Wilmslow or North West

Salary: £28-£30k

Hours of Work: 37.5 hours Monday to Friday

We are Citation Fire and Electrical, part of the Citation Group and we are far from your average compliance company. The Citation Group is made up of 8 businesses, who proudly deliver services that our 43,000 clients need, want and value. We work with a varied mix of clients from large corporates to smaller bespoke businesses, across all sectors including Construction, Hospitality and Care providers. Our mission is to be the company that colleagues, and clients want to work for and with.  It is an exciting time to join our business and come grow with us.

The Role:

To manage and develop the Operations Department for the management of the Fire Risk Assessment Client delivery in an efficient and effective manner so that clients receive excellent service. This includes the managing the process of the entire customer journey from quote acceptance through to the final delivery of the FRA to the client. A key element of the role is the efficient scheduling of the Assessors diaries to ensure efficient time and travel planning alongside the varying time needed for visits and write up.

The role can be based from our Wilmslow office or from home. The current operational team are located from Cumbria to Cheltenham as home workers, so some travel will be required.

Key responsibilities:

  • To contribute to and implement the agreed strategy for the management and development of the Operations function, ensuring that plans are implemented on time and on budget and that KPI’s are agreed, measured, and reported to the Head of Citation F&E.
  • To build and develop relationships with clients so that they regard Citation F&E as their provider of choice for fire risk assessments. Managing client projects so that they are delivered on time, to the satisfaction of the client and in line with the profitability targets of the company. Including being the escalation point for client queries and complaints.
  • To continuously develop the systems and procedures in the Operations Department so that the efficiency and effectiveness of the operation is continuously improved, including demonstrating the achievement of measurable targets and objectives.
  • To manage scheduling and diary planning for the assessor team to ensure efficiency & effectiveness to meet the agreed budget plans.
  • To actively manage and develop the operations team members so that they perform at a high level and can gain personal satisfaction from their roles. Including ensuring training and development plans for all employees in the team exist and are regularly reviewed.
  • Ensure there is an energising team environment with team wellbeing at the centre, managing regular team meetings both in person and via remote meeting systems.
  • To work closely and constructively with the other members of the management team in the pursuit of the company’s goals.

The person (skills/experience required):

  • Previous operational management experience, ideally with remote workers
  • Ability to Manage Time and Workload Effectively
  • Experience of scheduling work for a field-based team using multiple criteria to ensure efficient diary management.
  • Working knowledge of Microsoft Office suite (particularly Excel)
  • Advanced written & verbal communication skills
  • Strong organisation, planning and decision-making skills.
  • KPI Management, report creation and delivery. Ability to provide trend analysis.
  • Strong Problem-Solving Skills
  • Strong Attention to Detail
  • Ability to Engage and Motivate Others
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