Operations Controller
Heat Tech Services – Part of Mizzen Group
Location: Amersham, Buckinghamshire – Hybrid
Salary: £36,000 per annum
Hours: Monday to Friday, 8:00am–5:00pm
Working Pattern: 3 days office-based / 2 days working from home
Employment Type: Full-time, Permanent
Holiday: 20 days annual leave plus bank holidays
Additional Earnings: Call-out rota and future performance-related bonus structure
About Heat Tech Services
Heat Tech Services is an established local business providing heating, plumbing and property improvement services, and is now part of the wider Mizzen Group.
The business has been operating successfully for many years and primarily serves customers across London and the surrounding areas through a predominantly in-house team of engineers.
Our services include:
- Heating installation, servicing, maintenance and repair.
- Plumbing installation, maintenance and reactive works.
- Planned and reactive property maintenance.
- Bathroom projects and refurbishments.
- Kitchen projects and associated works.
- Ongoing customer and property maintenance services.
Heat Tech Services is now entering an exciting new chapter as part of Mizzen Group, with new management, investment and ambitious plans for growth.
We intend to grow our existing service lines, increase revenue and profitability, expand our geographical reach and further develop our delivery capabilities through a combination of our existing in-house engineering workforce and a carefully managed subcontractor network.
We are also investing heavily in our operational systems, processes, technology, AI and automation to build a modern, highly efficient and commercially successful business.
As part of this growth, we are looking for an exceptional Operations Controller to become a key member of our team.
The Opportunity
This is not a traditional administration or scheduling position.
The Operations Controller will sit at the centre of our operational and commercial activities, helping control the complete journey of work through the business.
The role combines:
Operations | Sales | Revenue Generation | Customer Service | Quotations | Scheduling | Job Management | Team Coordination | Process Improvement | Training | Change Management
You will work closely with and be personally mentored by one of the company's Directors, learning how we want the business to operate and helping turn that vision into effective day-to-day processes.
Initially, we want you to learn.
Then we want you to take ownership.
Then we want you to help develop the people around you.
For the right individual, our longer-term intention is to develop this position into a more senior managerial role within the company.
The Operational Journey
As Operations Controller, you will help take ownership of the complete journey of work through the business:
Enquiry → Quotation → Follow-Up → Sale → Booking → Scheduling → Delivery → Customer Communication → Completion → Follow-Up
You will need to understand how every stage of this process affects customer experience, revenue, engineer productivity and ultimately the profitability of the company.
You won't simply be responsible for putting jobs into a diary.
You'll be expected to understand why those jobs are there, what they're worth, what needs to happen next and how we can make the operation perform better.
Core Responsibilities
Your responsibilities will include:
- Taking ownership of the day-to-day operational flow of jobs through the business.
- Managing incoming enquiries and ensuring opportunities are acted upon quickly.
- Helping generate sales and revenue.
- Following up sales opportunities and outstanding quotations.
- Helping prepare and raise quotations through our quotation portal.
- Communicating with customers regarding quotations and proposed works.
- Helping convert enquiries and quotations into confirmed jobs.
- Identifying additional revenue opportunities from existing customers and jobs.
- Booking and scheduling work.
- Coordinating engineers, customers, appointments and operational resources.
- Maintaining a productive and commercially effective operational diary.
- Identifying gaps within the diary and proactively working to fill them.
- Ensuring the right resources are allocated to the right jobs.
- Monitoring jobs throughout their lifecycle.
- Ensuring jobs continue progressing rather than becoming stalled.
- Proactively chasing outstanding actions.
- Coordinating with team members to ensure agreed work is followed through.
- Maintaining excellent communication with customers throughout the job lifecycle.
- Resolving operational problems quickly and professionally.
- Ensuring completed jobs are properly closed and outstanding actions resolved.
- Maintaining accurate job and customer information within Commusoft.
- Helping improve customer retention and repeat business.
- Supporting the Directors in increasing sales revenue.
- Helping the business improve gross profit margins.
- Identifying operational inefficiencies and recommending improvements.
- Taking ownership of tasks and projects with minimal supervision.
- Helping create accountability and high operational standards throughout the team.
Commercial & Sales Responsibility
We want someone who understands that operations and sales are directly connected.
A full and well-managed diary generates revenue.
Fast and accurate quotations create opportunities.
Consistent follow-up converts opportunities into sales.
Productive engineers generate revenue.
Strong customer communication creates repeat business.
Effective job management protects gross profit.
We therefore want someone who is commercially hungry and naturally thinks about how the business can generate more revenue while maintaining excellent service and protecting profitability.
You don't need to be a traditional salesperson, but you do need to be comfortable speaking with customers, discussing work, following up opportunities and helping convert enquiries into revenue.
You should naturally be asking questions such as:
- What outstanding quotations can we convert?
- Which enquiries haven't been followed up?
- Where are the gaps in the diary?
- What work can we bring forward?
- Are our engineers being utilised effectively?
- Why has this job stalled?
- What does the customer need next?
- Is there additional work we could provide?
- Are we following up completed jobs?
- Are we communicating properly with our customers?
- Are we delivering the job efficiently?
- Are we protecting our gross profit?
- What can we do better tomorrow than we did today?
We want somebody who enjoys seeing customers happy, engineers productive, quotations converted, diaries full and revenue growing.
Change Management & Team Development
Heat Tech Services is undergoing an important period of change and development under new management.
A major part of your role will therefore involve helping us introduce and embed new systems, processes and ways of working.
You will work directly with the Directors to understand how we want the business to operate.
You will then help translate those expectations into practical processes for the wider team.
This will include:
- Learning systems and processes directly from the Directors.
- Understanding the standards and expectations being introduced across the business.
- Helping build, document and improve Standard Operating Procedures (SOPs).
- Following agreed SOPs and identifying opportunities to improve them.
- Becoming a key internal point of knowledge for operational systems and processes.
- Learning new systems before helping introduce them to the wider team.
- Cascading information, instructions and processes to colleagues.
- Demonstrating new processes and ways of working.
- Training and supporting other team members.
- Helping colleagues understand not only what needs to change, but how and why.
- Following up with team members to ensure agreed actions have been completed.
- Helping establish greater consistency and accountability.
- Identifying where additional training or support is required.
- Positively influencing colleagues through periods of change.
- Helping create a high-performance culture within the operational team.
You will need to be capable of leading through influence.
You won't initially be joining as everyone's manager.
Instead, we want you to establish your position through your knowledge, attitude, credibility, initiative and ability to deliver results.
As you prove yourself, we expect your authority and responsibilities within the business to grow.
Your First Three Months
We recognise that you cannot walk into a new company and immediately understand every aspect of how it operates.
Your initial three months will therefore involve significant training, mentoring and development.
You will work closely with one of the company's Directors to understand:
- Our business and commercial objectives.
- Our customers.
- Our services.
- Our engineers and operational resources.
- Commusoft and our other operational systems.
- Our quotation portal.
- How quotations are prepared and progressed.
- How enquiries are converted into jobs.
- Our scheduling and diary-management processes.
- How jobs are managed from booking through to completion.
- Our sales and follow-up processes.
- Our customer communication standards.
- Our SOPs and operational expectations.
- How we measure operational performance.
- How we measure commercial performance.
- How revenue and gross profit are generated within the business.
- The technology, automation and AI tools we use and are developing.
This is not intended to be three months of simply observing.
As your knowledge develops, we will expect you to increasingly take ownership, demonstrate initiative and start delivering measurable results.
Progression & Your Future With Us
We see Operations Controller as the starting point rather than necessarily the finishing point for the right person.
We are looking to recruit somebody we can invest in, train and develop over multiple years.
Our intention is to build the successful candidate into a key pillar within the business.
Following your initial three-month training and development period, we will review your performance and the results you have achieved.
We will particularly look at your ability to:
- Generate and protect revenue.
- Convert enquiries and quotations into work.
- Manage jobs effectively.
- Maintain a productive operational diary.
- Improve customer service.
- Improve operational performance.
- Drive outstanding actions through to completion.
- Implement systems and processes.
- Train and positively influence colleagues.
- Work autonomously.
- Solve problems.
- Demonstrate commercial awareness.
- Improve efficiency.
- Deliver measurable results.
Once you have demonstrated your capabilities, we intend to provide the opportunity to take on greater management responsibility within the business.
Over time, this could include greater responsibility for:
- Managing and developing the operational team.
- Sales and revenue generation.
- Commercial performance.
- Gross profit performance.
- Customer and account management.
- Staff training and development.
- Operational strategy.
- Systems and process development.
- New service lines.
- Geographic expansion.
- Subcontractor networks.
- Technology, AI and automation.
- Wider business management.
We want your career to develop alongside the company.
As the company grows, we want you to grow with it.
For somebody who consistently delivers results and takes increasing responsibility, we want their position, influence and career earnings to develop accordingly.
This is an opportunity for an ambitious person to build a significant long-term position within a growing organisation.
About You
We are looking for someone with a minimum of five years' relevant experience within operations, service delivery, sales, account management, scheduling, customer service or another commercially focused operational position.
Experience within heating, plumbing, construction, engineering, property services, facilities management, maintenance or another field-service business would be particularly valuable.
However, personality, attitude and capability are extremely important to us.
You will need to be:
- Commercially and sales minded.
- Hungry to generate revenue and achieve results.
- Customer focused.
- Confident communicating with customers.
- Comfortable following up quotations and sales opportunities.
- Highly organised.
- Strong at scheduling and operational coordination.
- Capable of managing multiple jobs and priorities simultaneously.
- Confident working with different members of a team.
- Approachable and personable.
- Comfortable training and supporting colleagues.
- Comfortable holding people accountable for agreed actions.
- An autonomous thinker.
- Capable of working with minimal supervision.
- Someone who takes initiative rather than waiting to be told what to do.
- Confident making decisions.
- A strong problem solver.
- Comfortable working through periods of change.
- Interested in improving systems and processes.
- Technologically confident.
- Interested in AI and automation.
- Quick to learn new software and systems.
- Positive, energetic and resilient.
- Ambitious about your own career.
- Enthusiastic about helping build and grow a business.
- Most importantly, someone who gets things done.
Technology, AI & Innovation
Heat Tech Services and Mizzen Group believe technology will play a significant role in the future of the business.
Our primary CRM and job-management platform is Commusoft, alongside dedicated systems for quotations and other operational functions.
We are actively developing our use of:
- AI.
- Automation.
- Business data.
- Operational reporting.
- Digital workflows.
- Process automation.
- Modern CRM technology.
Previous Commusoft experience would be beneficial but is not essential.
We are much more interested in finding somebody who is technologically confident, learns quickly and is enthusiastic about using technology to make themselves and the people around them more effective.
Call-Out Rota
The position will include the option to participate in our out-of-hours call-out rota, currently anticipated to operate approximately one week in every four.
This will involve supporting the operational coordination of out-of-hours requirements during your allocated rota period.
Additional earnings will be available for participation in the call-out rota.
The exact structure, responsibilities and additional remuneration associated with the rota will be discussed separately with the successful candidate.
Salary, Benefits & Package
The package for the position includes:
- £36,000 basic salary per annum.
- 20 days' annual leave plus bank holidays.
- Full-time, permanent employment.
- Monday to Friday, 8:00am–5:00pm.
- Hybrid working – 3 days from our Amersham office and 2 days working from home.
- Option to participate in a one-in-four-week call-out rota, with additional earnings.
- Opportunity to participate in an additional performance-related bonus structure, details of which will be discussed as the role develops.
- Company laptop.
- Company mobile phone.
- Company credit card for authorised business expenditure.
- Access to Commusoft and all relevant business systems.
- Access to the company's technology, AI and automation platforms.
- Any other reasonable equipment required to perform your role effectively.
- Direct mentoring from one of the company's Directors.
- Structured training and development during your first three months.
- Continued training and professional development.
- Significant operational and commercial exposure.
- Genuine autonomy and responsibility.
- Opportunity to help shape the future operation of the company.
- Clear opportunity for progression into a more senior managerial position based on performance and demonstrated results.
- Long-term opportunity to become a key member of the management structure within Heat Tech Services and the wider Mizzen Group.
Location & Hybrid Working
Our office is based in Amersham, Buckinghamshire.
The standard working pattern for this position is:
3 days per week office-based
2 days per week working from home
Because this is an operational and team-focused position, being physically present and building relationships with the wider team will be important.
We would therefore ideally like somebody who lives within a reasonable travelling distance of Amersham.
However, finding the right person is more important to us than simply finding the closest person, and we would encourage exceptional candidates from slightly further afield to apply.
The Person We're Looking For
Ultimately, we're looking for somebody who wants more than just another job.
We're looking for somebody who wants to build a career.
Someone who can join us as an Operations Controller, learn the business from the inside and gradually take increasing ownership.
Someone who can be given an objective rather than a step-by-step set of instructions.
Someone who can learn directly from the Directors, understand what we're trying to achieve, create structure around it and help the wider team execute it.
Someone who sees an unanswered enquiry as an opportunity.
Someone who sees an empty diary slot and wants to fill it.
Someone who sees an outstanding quotation and wants to convert it.
Someone who sees a process that isn't working and wants to improve it.
Someone who sees a colleague struggling with a new system and helps them understand it.
And someone who ultimately wants to look back in several years and know they played an important part in building the business.
If you're commercially hungry, operationally strong, customer focused, technologically confident, ambitious and capable of taking ownership, we'd like to hear from you.
Pay: £36,000.00 per year
Work Location: Hybrid remote in Amersham
