Vacancy: Operations Manager (Survey Services)
Location: North West England
Purpose of role
The Survey Services division consists of the following areas:
- Asset Management (Stock Condition Surveys)
- Energy Services and Energy Performance Certificates
- Building & Quantity Surveying
The ultimate purpose of this role:
To ensure the operational and commercial performance of the Survey Services team is delivered in accordance with our key business objectives and the Survey Services objectives and targets.
In conjunction with the Head of Property Services and other leaders – and through effective leadership of the Senior Surveyors and other staff – the job holder will ensure that all client works are delivered in accordance with contractual requirements and to the required level of quality.
In addition to this, the job holder will manage key client accounts nationally, will use internal and external management information for the team to drive performance improvement, and ensure high levels of productivity from all field based activity.
Key Accountabilities and responsibilities
The job-holder is accountable for delivering Survey Services projects throughout the UK. The role will work principally with our Head of Property Services, but also with the Board of Directors. The job holder is accountable for making a significant contribution to the operational and commercial performance of the Survey Services team. The job holder will directly manage the Senior Surveyors, and in conjunction with the Senior Surveyors, all Project Managers, Surveyors, Graduates and sub-contracted Associates deployed on our contracts. The job holder will work collaboratively with the Head of Property Services and other leaders across the business to ensure we have an integrated approach to service delivery, which delivers our key business objectives and the individual service plan objectives and targets. The job holder will act as Deputy to the Head of Property Services in their absence as and when required.
Operational Performance – you will ensure the achievement of all agreed operational performance targets in accordance with key business objectives, service plan objectives and contractual obligations with each and every client.
Commercial Performance – you will ensure the achievement of all agreed financial performance targets (turnover, gross profit and net profit) in accordance with key business objectives and service plan objectives. In addition you will maximise the potential from each and every member of your team and client contract thus driving performance on the ‘bottom-line’. This will include driving improved commercial performance through proactive and ongoing analysis and management. Working closely with the Head of Property Services, you will obtain and analyse job costing and field base outputs in order to proactively improve job profitability and resource productivity.
Customer Relationship Management – you will foster positive, productive and long-lasting relationships with each of our clients. You will be the main operational point of client contact and as such have responsibility for both providing advice to clients on all aspects of Survey Services and for management of the relationship and contract that exists with each client. You will have responsibility for mobilising all new Survey Services contracts. You will instigate regular monthly contract meetings with larger clients and initiate project and/or quarterly meetings with other clients. In conjunction with the Senior Surveyors you will investigate all client complaints to bring about a satisfactory resolution.
Quality Control – you will support the Senior Surveyors and their teams in ensuring we remain consistently and fully up to date with legislation, guidance and industry best practice and quality management arrangements. You will ensure attention to detail and high levels of quality in all Survey Services related work and embed this with all members of your team.
Line Management – you will line manage the Senior Surveyors. You will provide effective leadership and management through the line management structure and ensure line management activities are delivered to a consistently high standard. They include recruitment, inductions, briefings and staff engagement, people management, people development, process mapping and continuous improvement, management of resources, managing performance and managing compliance.
Health & Safety – you will embed a strong health and safety culture within the field based team through appropriate induction and on-going training and briefings. You will also ensure all aspects of our health and safety framework are implemented and adhered to.
Information Technology – you will periodically review our IT platforms to ensure they remain ‘fit for purpose’.
Management Information – you will produce appropriate standardised monthly management information for the Senior Management Team (balanced scorecard) and for all clients (KPI reports) to ensure we meet all contractual targets. You will obtain client feedback on a regular basis and make interventions to improve client satisfaction and our
net promoter score.
Auditing – you will support the delivery of robust auditing processes and instil a zero defects culture with the Senior Surveyors and field based teams. You will ensure the Senior Surveyors have a robust approach to quality control and that learning is applied and embedded from audit results.
Technical Specialist – in conjunction with the Head of Property Services and Senior Surveyors you will provide technical support to the delivery of surveying contracts, including project management, scoping, and surveying risk assessment.
Advice and Consultancy – in conjunction with the Head of Property Services and Senior Surveyors you will provide advice, consultancy and training to clients.
To apply for this position please email your CV to email@example.com
Corporate Services Director
Corporate Services Director
- BA (Hons) Business and Hospitality Management
- Certificate in Executive Business Administration (CEBA)
Becky has worked at Pennington Choices for 12 years, beginning her role in the finance department. She has been successful in numerous roles and now manages the corporate services team. The corporate services team are responsible for providing innovative, forward thinking and trusted advice that protects and promotes the interests of Pennington Choices.
Becky graduated from Manchester Metropolitan University with a BA (Hons) degree in Business and Hospitality Management. During which, she participated in a 12 month trainee management programme with De Vere Hotels, which established her initial business acumen. After her degree, Becky took up financial positions within two prestigious De Vere hotels.