We are looking for a senior office-based General Manager to lead the day-to-day performance of our office function within a growing roofing contracting business. This is not a basic administration role. It is a hands-on leadership position for someone who can take ownership, implement systems, manage people performance, protect standards and act as the operational right hand to the Managing Director.
You will be responsible for keeping the office function disciplined, organised and accountable, while ensuring that customer service, reporting, administration and internal processes run smoothly. You will work closely with the Managing Director to implement business improvements and then maintain momentum between strategic reviews.
The ideal candidate will bring strong office or operations management experience, a proactive mindset, excellent organisational ability, and the confidence to lead people, challenge inconsistency and drive follow-through. Experience in construction, roofing or another trade-led environment would be advantageous.
Role purpose
The General Manager – Office Operations will lead the day-to-day performance of the office function within a roofing contracting business. Reporting to the Managing Director, the postholder will convert business direction into practical delivery by embedding systems, maintaining standards, driving accountability, and ensuring that office-led processes operate efficiently and consistently. The role acts as the operational right hand to the Managing Director, protecting director time by taking ownership of implementation, follow-up, escalation control and team performance management.
Key responsibilities
Office leadership and coordination
· Lead the smooth day-to-day running of the office function and office-based team.
· Prioritise workloads, allocate responsibilities and maintain clear accountability across administration, customer service, scheduling support and reporting activity.
· Create structure, consistency and urgency in the office environment so that standards are maintained without constant director intervention.
Implementation of systems and processes
· Work with the Managing Director to roll out systems, procedures, controls and service standards across the office.
· Translate business decisions into clear workflows, ownership, deadlines and check-ins.
· Monitor adoption, challenge non-compliance and drive follow-through until new ways of working are embedded.
People management and performance
· Manage, support and develop office employees through regular communication, 1:1s, appraisals and expectation setting.
· Use KPI scorecards and observed performance to identify underperformance, recognise strong contribution and support improvement plans where required.
· Support recruitment, onboarding, probation management and staff development for office-based roles.
Customer journey and service standards
· Maintain high standards of professionalism, responsiveness and consistency across the customer journey.
· Monitor communication quality, response times, complaint handling and general service delivery.
· Take ownership of customer escalations and ensure issues are resolved in a timely and commercially sensible manner.
Operational reporting and commercial discipline
· Produce accurate weekly and monthly updates for the Managing Director covering performance, risks, actions and trends.
· Maintain visibility over office-controlled records, job administration, tracking systems, reporting packs and general workflow discipline.
· Identify risks, inefficiencies and missed actions early, and drive corrective action before issues escalate.
Executive support to the Managing Director
· Act as the Managing Director’s operational integrator within the office.
· Track director actions, meeting outcomes, strategic priorities and agreed implementation plans between check-ins.
· Resolve lower-level matters independently and escalate only where director input is genuinely required.
Scope and boundaries
This is a senior office leadership role. It has strong interaction with operational delivery, customer issues and job progress visibility; however, it is not intended to be the day-to-day line management role for site operatives or tradesmen. The successful candidate will coordinate with operational personnel where required, but their core accountability sits within the office function, the customer journey, process implementation, team performance and office-based business control.
Candidate profile
Essential
· Proven experience in an office leadership, operations management, general management or senior administration role.
· Strong ability to implement systems, maintain standards and hold others accountable in a fast-moving environment.
· Experience managing people performance, priorities and deadlines.
· Confident written and verbal communication skills, including the ability to deal professionally with clients, suppliers and senior leadership.
· Commercial awareness and good judgement when balancing service, efficiency and operational control.
· High level of organisation, attention to detail and ability to manage multiple workstreams without losing momentum.
· Confident with office systems, reporting tools and KPI-led performance management.
Desirable
· Experience in roofing, construction, building services, contracting or trade-based businesses.
· Knowledge of office controls linked to project administration, purchasing, subcontractor coordination or customer handovers.
· Experience supporting a Managing Director or business owner in a senior right-hand / executive support capacity.
· Exposure to CRM, job management, finance or workflow systems used in contracting businesses.
Behaviours and working style
· Proactive rather than reactive.
· Calm under pressure and able to make practical decisions.
· Comfortable taking ownership without waiting for constant direction.
· Firm but professional when challenging standards, delays or inconsistency.
· Collaborative with the Managing Director and other departments, while still able to hold boundaries and expectations.
What success looks like
· Office systems are followed consistently and do not depend on the Managing Director chasing every detail.
· The office team is organised, accountable and clear on priorities.
· Customer communication is timely, professional and well controlled.
· Actions from meetings and strategic decisions are implemented properly and tracked through to completion.
· KPI reporting gives the Managing Director clear visibility of performance, risks and improvement needs.
Pay: £40,000.00-£47,500.00 per year
Benefits:
- Company pension
- Employee mentoring programme
- Free parking
- On-site parking
Work Location: In person
