Location: Ringwood, UK
Reports To: Group Director of Sales&Marketing
Department: Smarter Buildings
Role Overview:
The Operations Head is responsible for overseeing the seamless delivery of customer services while managing key operational functions, including installations, audits, invoice reporting, and revenue-generating projects. This role requires a combination of strategic planning and hands-on execution, ensuring smooth workflows, high customer satisfaction, and optimised business operations. Additionally, this role involves managing two staff members and ensuring team performance aligns with business objectives.
Key Responsibilities:
1. Operational Management & Installations
* Oversee and coordinate the end-to-end process of customer installations and audits, working closely with third-party suppliers and internal teams.
* Ensure all operational aspects, from initial audit to post-installation checks, are executed efficiently and within set timelines.
* Identify and address issues that arise during installations, escalating to senior management when necessary to mitigate risks.
* Implement and refine workflows to improve operational efficiency and reduce errors.
* Manage the quotation process for installations, ensuring accuracy and timely delivery to customers.
2. Customer Success & Relationship Management
* Lead the onboarding process for new customers, ensuring seamless integration with the company platforms and services.
* Serve as the primary point of contact for customer queries, troubleshooting technical and operational issues proactively.
* Gather and analyse customer feedback to drive continuous improvements in service delivery and platform functionality.
* Foster strong relationships with customers to ensure high satisfaction, retention, and potential upselling opportunities.
3. Revenue-Generating Projects
* Oversee and drive revenue-generating projects, ensuring they align with business goals and deliver measurable financial impact.
* Identify new opportunities to optimise operational workflows for increased profitability.
4. Data & Performance Monitoring
* Ensure all customer devices are functioning properly on the company platform, flagging and resolving any technical faults.
* Collect, analyse, and report on tenant utility readings and other key metrics, ensuring accurate and timely distribution to stakeholders.
* Track key performance indicators (KPIs) to measure operational efficiency and customer success outcomes.
5. Team & Process Management
* Manage a team of two staff members, ensuring they are effectively trained, supported, and aligned with business objectives.
* Collaborate cross-functionally with internal teams, including sales, technical support, and finance, to ensure smooth operations.
* Oversee and improve sales tracking, reporting, and invoicing processes to minimise billing discrepancies.
* Manage interdepartmental coordination to ensure sales, installations, and customer service align with business objectives.
* Work closely with the finance team to compile and produce accurate monthly invoicing reports.
* Ensure all billing data is correctly recorded, minimising errors and discrepancies.
* Manage the quotation process, ensuring accurate and competitive pricing for customers.
* Identify and correct customer misbilling issues and escalate any financial risks to senior management.
* Support the implementation of automated invoicing solutions to enhance accuracy and efficiency.
7. Continuous Improvement & Strategy
* Support the ongoing development and enhancement of company platforms through customer feedback and market analysis.
* Identify opportunities for process optimisation and automation to enhance operational efficiency.
* Provide strategic insights to senior management regarding customer trends, operational challenges, and potential improvements.
Key Skills & Qualifications:
* Bachelor’s degree in business management or related field (preferred).
* Strong background in customer success, operations, and workflow optimisation.
* Experience managing installations, audits, and operational workflows.
* Experience in financial reporting, invoicing processes, and managing quotations.
* Strong leadership skills with experience managing a team.
* Ability to manage and drive revenue-generating projects.
* Excellent problem-solving skills with the ability to troubleshoot and resolve technical and operational issues.
* Proficiency in data analysis and reporting tools.
* Exceptional communication skills for both internal and external stakeholders.
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