Job Description
Job Title: Operations Manager
Salary: £37,500 - £46,000
(depending on experience, credentials and interview scoring)
Benefits: Company Vehicle/Allowance, Employee Assistance Programme
Location: Primarily Horsham and surrounding counties of Surrey, East & West Sussex (Head Office based in Horsham, West Sussex)
Reports to: Managing Director
Company Overview
Incor Group is a leading provider of professional cleaning and facilities management services across the Southeast and Surrey. We pride ourselves on delivering exceptional standards, reliability, and customer satisfaction. Our team is committed to creating clean, safe, and welcoming environments for our clients.
Our Values
- Client First – We put our clients at the heart of everything we do.
- Teamwork – We support each other and work together to achieve success.
- Excellent Standards – We strive for the highest level of quality in all our services.
Job Summary
The Operations Manager is responsible for maintaining the smooth operation, customer satisfaction, staffing levels, growth and profitability of the Operations Department.
Reporting directly to the Managing Director, you will provide leadership across multiple cleaning contracts, ensuring consistently high service standards while developing client relationships, supporting business growth and leading operational teams.
This is a varied role combining operational management, people leadership, commercial development and strategic planning.
Key Responsibilities
Operational Leadership
- Uphold and represent the values, standards and objectives of Incor Group.
- Ensure effective communication, reporting and performance management throughout the Operations Department.
- Lead by example, working independently as well as collaboratively with management teams.
- Ensure all cleaning services are delivered in accordance with contractual specifications and company standards.
- Maintain exceptional customer satisfaction through proactive relationship management.
- Carry out regular site inspections, quality audits and operational reviews.
- Ensure equipment, consumables and stock are effectively monitored and managed.
- Oversee time and attendance systems, ensuring any issues are addressed promptly.
- Maintain adequate staffing across all contracts, ensuring effective cover for holidays, sickness and operational demands.
People Management
- Lead, support and develop Area Managers, Supervisors, Mobile Teams and Cleaning Operatives.
- Manage onboarding and induction of new employees, including Enhanced DBS checks where applicable.
- Ensure employees receive appropriate training and ongoing professional development.
- Conduct performance reviews, disciplinary investigations and grievance hearings in accordance with company procedures.
- Promote a positive, motivated and high-performing culture throughout the business.
Commercial & Business Development
- Identify opportunities for organic growth across existing contracts.
- Support the company's growth through new contract opportunities and sales activity.
- Respond to sales enquiries, undertake site surveys, prepare quotations and assist with securing new business.
- Build and maintain strong relationships with both existing and prospective clients.
- Support the mobilisation of new contracts, acquisitions and contract expansions to ensure smooth implementation.
Compliance & Financial Management
- Ensure full compliance with Health & Safety and Environmental policies.
- Maintain up-to-date risk assessments across all managed contracts.
- Ensure compliance with company security procedures relating to people, premises and information.
- Manage labour budgets, equipment, materials and operational expenditure to maximise profitability.
- Produce operational reports and provide regular updates to the Managing Director.
Business Transition & Acquisition Support
As Incor Group continues to grow through acquisition, this role will play an important part in integrating acquired businesses.
Responsibilities may include:
- Supporting the successful transition of newly acquired operations into Incor Group.
- Introducing clients, employees and operational processes to the wider management team.
- Assisting with customer communications throughout transition periods.
- Supporting operational continuity while new management structures are implemented.
- Assisting with recruitment, induction and training of replacement management and operational staff where required.
- Supporting the integration of systems, administration processes and business procedures.
- Helping retain key operational employees throughout acquisition transitions.
The Ideal Candidate
We are looking for someone who combines strong operational experience with excellent leadership skills and commercial awareness.
You'll have:
- Previous Operations Management experience within the cleaning or facilities management industry.
- A positive, proactive and solution-focused attitude.
- High levels of integrity, professionalism and accountability.
- Excellent leadership skills with the ability to motivate, coach and develop teams.
- Outstanding organisational skills and attention to detail.
- Strong interpersonal skills and the ability to build lasting relationships with clients and colleagues.
- Excellent problem-solving and decision-making abilities.
- Confidence managing conflict, complaints and employee relations professionally.
- Strong written and verbal communication skills.
- Good analytical skills with the ability to simplify processes and identify improvements.
- Strong IT skills including Microsoft Word, Excel, PowerPoint and digital workforce management systems.
- A professional appearance and manner.
- Flexibility to meet the operational needs of the business.
- A full UK Driving Licence.
- The ability to obtain or already hold an Enhanced DBS Check.
Working Hours & Location
- 40 hours per week, or as required to fulfil the responsibilities of the role.
- Whilst overtime and weekend working are not routinely expected, flexibility will occasionally be required to support operational requirements.
- Some early mornings, evenings and weekend work may be necessary from time to time.
- The role is primarily based across Horsham, Surrey, East Sussex and West Sussex.
- Travel to other locations may occasionally be required to support operational needs.
- A limited amount of home working may be agreed with the Managing Director.
- Regular attendance at the Horsham Head Office will be required.
- The role involves travelling independently between client sites; therefore, a full UK Driving Licence is essential.
Training & Development
Incor Group is committed to investing in its people.
You will receive a comprehensive induction together with ongoing training and professional development opportunities, including recognised industry qualifications through the British Institute of Cleaning Science (BICSc) and other professional bodies.
We actively encourage Continuing Professional Development (CPD) to support career progression and operational excellence.
Pay & Benefits
(depending on experience, credentials and interview scoring)
- KPI Performance Bonus Opportunities
- Sales Commission Opportunities
- Pension Scheme
- Company Mobile Phone
- Company Laptop/Tablet
- Employee Assistance Programme providing 24/7 mental health, wellbeing, financial and legal support
- Ongoing training and career development
Equal Opportunities
Incor Group Ltd is proud to be an Equal Opportunities Employer. We welcome applications from suitably qualified candidates regardless of race, gender, disability, religion or belief, sexual orientation or age.
If you're an experienced operational leader with a passion for delivering exceptional customer service, developing people and driving business growth, we'd love to hear from you.
Pay: £37,500.00-£46,000.00 per year
Benefits:
- Company car
- Free or subsidised travel
- Free parking
- On-site parking
Application question(s):
- Tell us a little bit about you, your current job role & why you would like to apply for this position?
- Do you live within a 45 minute commute to Horsham where our head office is located?
Experience:
- Commercial Cleaning : 5 years (preferred)
- Management or Supervisory: 1 year (preferred)
Language:
- Fluent English (preferred)
Licence/Certification:
- UK clean Drivers Licence (preferred)
Willingness to travel:
Work Location: In person
