Purpose of Role: Responsible for managing and optimising the company's day-to-day operations for our Internal Contents Teams, ensuring that business processes & procedures are efficient, aligned with company goals and in line with ISO 9001 management system. Driving excellence in service delivery, regulatory compliance and operational efficiencies This role involves strategic planning, project management to drive growth and sustainability of the company, whilst leading the teams within the division to maintain high standards of cleaning, customer service and compliance. Job Duties and Responsibilities Leadership To manage internal team members involved in the triage, cleaning, restoration and movement of customer contents, ensuring all procedures are adhered to and the team achieve the required standards, in the required timeframes. Establish performance benchmarks and monitor operational KPIs to drive continuous improvement. Ensure compliance with industry regulations, safety standards, and company policies. Liaise and develop seamless integration and execution of operational activities between the contents and building divisions to ensure efficient and effective cross-functional activities. Lead, mentor, train and develop a high-performing team, fostering a culture of ownership, accountability, collaboration, and continuous improvement in line with vision, mission and values Support employees’ career aspirations by providing training, mentorship, and pathways for internal promotions. Foster a positive work environment through regular feedback and recognition for a job well done. To ensure that your team always behave in a professional manner on all sites and to ensure judgemental comments or remarks are not made about any contents of poor-quality items where they are not peril related. Confidentiality is very important and details of individual customer claims or information relating to the customer should not be discussed outside of the business. Safety, Health, Environment & Quality Promote a positive culture with team members to ensure they comply with all relevant health and safety and compliance legislation and regulations. Conduct Risk Assessments as necessary and mitigate any risks within the business, whilst ensuring these are completed by all team members, quality is checked periodically, and failures are addressed promptly with the SHEQ Co-ordinator. Liaise with the SHEQ Co-ordinator, and be involved with investigations of accidents, incidents and near misses, ensuring root causes are identified and corrective actions are implemented. Be involved in H&S and compliance audits and inspections as required to ensure compliance with policies and procedures and take responsibility to ensure where any issues identified during audits are promptly addressed. Be involved in the ISO9001 quality management system (QMS) and ensure this is maintained to required standard to meet our operational and audit requirements Provide management reporting on key areas of non-conformance and corrective actions as required Be actively involved in the review of QMS elements, ensuring they are updated on a timely basis, and updates are implemented and communicated to the relevant individuals. Whilst ensuring any overdue items are addressed promptly. Schedule and conduct mandatory safety inspections and internal audits within all work premises and maintain accurate records of safety inspections, incidents, and training within your department. To actively liaise with Team Leaders to discuss any existing, non-peril related damage to items is identified, photographed, and discussed with the insured prior to removal from properties to protect against complaints/disputes, ensuring all details are accurately recorded. Be actively involved in the inventory process of household items affected by disaster events, ensuring all items are documented accurately, utilising specialised software where suitable to track and manage contents from the initial site visit through to restoration or disposal and then return to customers. Process Improvement: Identify areas for operational improvement and collaborate across the business functions to implement best practices to enhance efficiency and productivity. Be responsible for the optimisation of workflows, processes, and systems to reduce costs and increase profitability within your teams. Be actively involved in the inventory process of household items affected by disaster events, ensuring all items are documented accurately, utilising specialised software where suitable to track and manage contents from the initial site visit through to restoration or disposal and then return to customers. Collaborate with IT and other stakeholders to leverage technology for process automation and improvements. Work with the External Contents Manager to lead a proactive approach to the management of waste through recycling and donation initiatives to work towards reducing the business carbon footprint. Work with all parts of the business to improve efficiency and standards of service. Financial Management: Responsible for ensuring effective cost control and financial performance of the internal contents team, including management of stock, disposables, general supplies and resource. Identify opportunities to reduce operational costs without compromising quality or service. To assist in identifying claims that demonstrate good cost savings achieved by the cleaning and restoration process. Review costs and labour against invoice values to evaluate profitability. Resource Management: Work with the HR Manager and the Training and Business Development Manager on recruitment, training, and development of the contents team, including the development of Leaders. Work with the External Contents Manager to ensure that company premises used by the contents division are managed and maintained effectively to ensure suitable working and storage environments. Ensure clear objectives and performance expectations are set for the team, providing regular feedback and conducting performance reviews. Coordinate the movement and storage of all contents removed off site to ensure safe and efficient storage of contents, making best use of internal and external storage facilities. To work within company procedures to ensure stocks of all required products and equipment are well maintained and replenished so that the contents cleaning team have the tools required to do the job effectively. To work with your team and Senior Managers to continually develop, review and implement the procedures and processes for the efficient and cost-effective restoration and handling of customer contents, to help promote the services offered by our business. Identify and address training and development needs within the team, ensuring staff are equipped with the skills and knowledge to succeed. Review and keep control of utilities usage, making changes to procedures where required for cost reductions. Liaise with the SHEQ Coordinator and Asset Controller to ensure that any vehicles used in the division are well maintained and used, with any defects being rectified swiftly to reduce down time. Risk Management: Identify potential operational risks and develop strategies to mitigate them. Ensure that all operations comply with legal, regulatory, and health and safety requirements. Be involved in crisis management planning and response for operational disruptions, including plans for managing and implementing Surge handling and operational activities. Claims Management Manage a seamless experience for customers, focusing on speed, transparency, and customer satisfaction through the professional handling of customer contents. Prepare regular reports on claims management performance, customer service KPIs, and financial impacts for the leadership team. Monitor key performance indicators (KPIs), providing regular reports to assess performance and work with Senior Managers to make data-driven decisions to enhance service quality. Develop relationships with key customers/stakeholders to improve and increase workflow. Customer Satisfaction: Collaborate with key Stakeholders, Managers and Staff to ensure that operational activities are aligned with customer satisfaction goals and expectations. Lead the team to deliver exceptional service and support to customer and clients, resolving issues promptly and effectively. Continuously monitor customer feedback and adjust operational strategies as necessary to improve service levels. Ensure that Team Leaders and Administrators liaise with clients to understand the sentimental and monetary value of their belongings, ensuring their priorities are respected throughout the process, whilst understanding costs of restoration versus value of items. Lead investigations of complaints and non-conformances ensuring root causes are identified and corrective actions are implemented to prevent repeat occurrences of the same issues. Encourage all members of the team to take a proactive approach to gaining customer satisfaction feedback. Personal Development To help in all other areas of our business operation as and when needed and carry out other duties as may reasonably be required within your capability consistent with the terms and conditions of your employment. To undertake training, both formal or on the job training including assessments and exams to gain qualifications for improvement and self-development. To gain understanding of the business and Damage Management Industry, plus insurance related claims work. Skills and Abilities Skills Excellent leadership, communication, and interpersonal skills with ability to inspire and motivate a diverse team. Proven track record of implementing process improvements and driving operational efficiency Experience in strategic planning and execution, with a focus on operational efficiency and customer satisfaction. Excellent problem-solving and decision-making abilities, with a focus on delivering results. Abilities Ability to work under pressure and manage multiple projects simultaneously Strong analytical and problem-solving skills Proactive and adaptable, with the ability to manage change in a dynamic environment, with the ability to manage complex processes and teams Customer-focused, with a passion for delivering outstanding service Ethical and integrity-driven, with a strong commitment to compliance and best practices