Operations Manager - Contracts (South East)

Tunstall UKI

8h•Remote

About The Position

We are recruiting an Operations Manager - Contracts to manage our 3rd party installation partners. This is a remote role that will focus on the London/Home Counties area. This role will liaise closely with the sales and service teams for the various accounts to ensure a professional installations experience for the customer from placing the order through to commissioning and hand over to the service function.

Requirements

Proven experience of working with customers and 3rd party partners so deliver a seamless, world class service.
Proven successful project management experience
Technically adept at resolving site issues
Experienced in resolving problems and customer issues
Management experience in a technology based, high volume, installations project management environment
Successful record of implementing and managing business change
Proven analytical skills
Proven experience of successfully negotiating contracts with installers and suppliers
Experience of successfully managing a number of small to large contracts simultaneously
Experience of dealing with remote site operations
Very high-level customer facing skills
Excellent communication skills
Experienced in continuous improvement practice
National Certificate level education or equivalent
Knowledge of the Community Alarms and associated equipment marketplace
A proven change manager and team player
Achievement / results orientated and customer focussed
Knowledge of contract & forecasting planning models
Ability to generate lasting customer relationships

Nice To Haves

ECS / CSCS card
Knowledge of contract law covering installation & service work
Detailed knowledge of BS5839

Responsibilities

To attend pre- project meetings with sales and the customer to identify and clarify the customers’ expectations from the installation.
To generate Project Documentation and ensure customer sign off to projects initiation, clearly identifying the agreed work packages for all parties involved in the project and hence agreement that any variations could lead to additional charges.
To maintain project detail using Projects-on-hand reporting tool.
Ensure written customer sign off on any necessary variations.
To provide technical support & guidance to customers/Installations/Sales including resolving site technical issues.
To keep tight control of Turnover, cost and margin versus planned turnover cost and margin to ensure that profits are maximised for each project.
To actively sell additional equipment / charge for additional work on the contract – increasing the sales value and margin of the project.
To ensure that all excess Installer stock is cleared out of Installer warehouses and ensure that it is returned to Tunstall efficiently and expediently.
Undertake audits to ensure installations are completed in line with the agreed installation bills of equipment issued by Tunstall to the installer. Plus Tunstall quality requirements regarding work undertaken and client sign off ensuring current health & safety legislation is being complied with.
To effectively plan own workload and meeting / site / customer visit schedules to ensure maximum effectiveness in terms of improving performance e.g. volume of meetings, focus etc.
To maintain a current and up to date record of each site history e.g. visit reports, meeting agendas, resulting action points which include who and due by dates.
To document / formalise complaints and concerns from customers and contractors – acting to resolve them speedily and effectively taking the necessary steps to identify and eliminate root cause of any issues.

Benefits

Competitive salary
Hybrid working
25 days holiday + public holidays (pro rata)
Holiday purchase scheme
Contributory pension
Car salary sacrifice scheme via Tusker
Paid volunteer day to support a cause you are passionate about
Enhanced maternity, paternity, adoption and shared parental pay entitlements
Healthcare cash plan
Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts, EAP WeCare service - including a 24/7 online GP and mental health counselling service
Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials
A warm and welcoming team environment
Development and a chance to build a rewarding career.