Head of Operations - North

NBC Environment • Full-time • Remote (United Kingdom) • from £55k / year • 3d ago

Job Description – Operations Manager - North

Reporting to: Operations Director

Role Purpose

The Head of Service will be responsible for leading and developing the service team to deliver safe, efficient, and high-quality services. The role will ensure performance against key metrics, maintain profitability, and drive a culture of safety, quality, and continuous improvement.

Key Responsibilities

Operational Delivery

Lead field operations, ensuring all work is delivered safely, on time, and to budget.
Manage internal resources and approved subcontractors effectively to meet service and margin targets.
Oversee recruitment and onboarding of operational staff.
Ensure resource planning in partnership with the service desk team in the fulfilment of scheduled and adhoc work allocation.
Support investigations, disciplinaries, and grievance processes in line with company policy.
Ensure works are delivered as quoted, monitoring actual costs against budgeted costs, and reporting any concerns of mis-sold work to the Operations Director
Material orders based on the costings for job work

Financial Performance

Achieve a minimum agreed gross margin across operations.
Manage subcontracted works to achieve a minimum 30% margin, ensuring accurate purchase orders are raised in advance.
Deliver profit targets by maximising utilisation of in-house labour and approved subcontractors.

Leadership & People Management

Lead, coach, and support the team to achieve individual and collective performance targets.
Conduct annual appraisals, ensuring personal development plans are in place.
Promote a culture of engagement, motivation, and recognition within the operations team.
Monitor staff wellbeing and welfare, addressing issues promptly and escalating concerns where required.

Quality, Safety & Compliance

Ensure operations comply with UK legislation, including health & safety, employment law, data protection, and environmental standards.
Provide auditable evidence of staff competence and training in all assigned tasks.
Promote a culture of quality and safety through training, leadership, and regular audits.
Monitor audit outcomes, performance notices, and service reports, ensuring corrective actions are implemented.
Ensure that all works above £5,000 are reviewed by the Head of Service prior to commencement.

Collaboration & Stakeholder Management

Act as an escalation point for major client issues, ensuring high levels of customer satisfaction.
Work closely with Sales, Finance, HR, and other departments to align operations with wider business objectives.
Engage with Senior operatives to implement and monitor incentive schemes that drive desired behaviours and performance.
Hold monthly meetings with your team to address health & safety, training, and operational requirements.

Technology & Reporting

Ensure accurate use of scheduling systems and reporting tools to monitor performance and compliance.
Review monthly RPP and performance data, taking action to ensure KPIs are met.
Provide clear, evidence-based reporting to the Operations Director on operational performance.

Requirements & Qualifications

Proven experience in an operations leadership role, with at least 5 years of experience in the pest/bird control or a related service industry.
Strong knowledge of control methods, and industry best practices.
Required Certification: A relevant professional certification, such as the RSPH Level 3 Certificate in Pest Management or an equivalent certification.
Exceptional leadership, communication, and interpersonal skills with a proven ability to build and motivate high-performing teams.
Excellent problem-solving abilities.
Strong organizational skills and attention to detail.

Job Types: Full-time, Permanent

Pay: From £55,000.00 per year

Benefits: