This is a varied and fast-paced position that requires an organised, proactive, and people-focused leader.
You will oversee daily office performance, act as a key point of contact for our housing association clients, monitor operational metrics, and analyze business data to ensure all KPIs and contractual service level agreements (SLAs) are consistently met.
Working closely alongside the Office Manager, office staff, and field engineers, you will identify opportunities for improvement, resolve operational challenges, and help drive continuous growth across the company.
Key Responsibilities
- Team Leadership: Manage, support, and mentor the day-to-day activities of the office team.
- Client Relations: Act as a primary point of contact for housing association clients, fostering strong, long-term working relationships.
- Performance & SLAs: Ensure contractual KPIs and service level agreements are consistently achieved and maintained.
- Data & Reporting: Analyse operational data and produce performance reports to identify trends, bottlenecks, and opportunities for improvement.
- Field Coordination: Monitor engineer productivity, job completion rates, and customer satisfaction metrics.
- Workflow Optimization: Support the planning, coordination, and scheduling of works to ensure seamless service delivery.
- Problem Solving: Resolve operational issues quickly, effectively, and proactively.
- Process Improvement: Review internal workflows and implement practical improvements to increase efficiency and service quality.
- Collaboration: Partner closely with engineers, the Office Manager, and staff to bridge communication gaps between the office and the field.
About You
You are an experienced manager who thrives on leading people, refining processes, and delivering standout customer service. You communicate effortlessly with clients, colleagues, and contractors alike, and you are comfortable diving into data to elevate operational performance.
Core Attributes:
- Proven Leader: An experienced people manager with a natural ability to motivate and guide a team.
- Exceptional Communicator: Outstanding interpersonal skills across all levels of the business.
- Organised & Adaptable: Highly organised with a talent for managing multiple competing priorities in a fast-paced environment.
- Data-Confident: Comfortable analysing performance metrics, tracking KPIs, and reporting on findings.
- Relationship Builder: Experienced in managing client expectations and cultivating strong partnerships.
- Tech-Savvy: Proficient in using Microsoft Office, CRM platforms, and job management software.
RequirementsEssential:
- Proven management experience within an operational or busy office environment.
- Strong leadership skills with a track record of team development.
- Demonstrated experience monitoring KPIs, analysing data, and driving performance improvements.
- Excellent problem-solving and organisational abilities.
- Full UK Driving Licence.
Desirable:
- Previous experience within the gas, heating, or property maintenance sector.
- Background working with housing associations or managing social housing contracts.
- Experience coordinating field-based engineers or mobile technical teams.
What We Offer
- Competitive salary (dependent on experience).
- Company pension scheme.
- Ongoing professional development and training opportunities.
- A supportive, collaborative, and friendly working environment.
- The opportunity to play a core leadership role in the continued growth of Baileys Heating.
Pay: From £50,000.00 per year
Benefits:
- Company events
- Company pension
- On-site parking
Work Location: In person
