Job Description - Operations Manager
An exciting opportunity has arisen for an Operations Manager to join our friendly and committed company where our staff feel supported, respected and appreciated.
You will be joining the team at a time of growth, allowing you to build networks and support your career progression and personal development.
SGA provides advice in a niche area of health and safety. We are an HSE approved Radiation Protection Adviser Body and provide full UK coverage delivering expert advice and training to a wide variety of clients within the small user sector (dental, veterinary, food, security, transport, non-destructive testing, private medical, pharmaceutical industry and universities). Our technical team includes provision for RPA, RWA, MPE and LPA advice that delivers advice to ensure safe working practices and legislative / regulatory compliance, are technical team are supported by our centrally based admin team.
We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include:
· generous pension contribution and annual leave
· *death in service
· *private health care,
· Free onsite parking
*subject to passing probation.
Job Title - Operations Manager
Permanent position. - Full Time: Monday to Friday, 9am-5pm (40 hours per week)
Based at our office in Attleborough, Norfolk
Salary: from £40,000 dependent on experience
As the Operations Manager you are responsible for actively managing the day-to-day running and operational procedures/performance of the business, including continuous monitoring of current processes to check effectiveness and where necessary developing procedures to improve operational efficiencies. Seeking to continually improve client satisfaction, maximise financial performance and ensure that all decisions and work is carried out in a safe, timely and satisfactory manner. Display leadership to provide services that are above and beyond for customer satisfaction and retention acting as the “service champion” for the operational staff and creates a positive atmosphere for client relations
As the Operations Manager, you will report directly to the board and be a key member of team. With responsibility for all areas of operations
Key Responsibilities
· Be the first point of contact with regards to operational matters for all client cohorts.
· Communicate a clear and consistent message regarding the company goals to produce desired results
· Identify areas of cost and process inefficiencies and driving through the change necessary to ensure that these are eliminated by working with the team.
· Driving and supporting continuous improvement methods throughout the business
· Building relationships at all levels with customers as well as internally within the company.
· Keeps the team focused on the critical components of operations to drive customer satisfaction and the desired financial results
· Manage day to day operations, ensuring that the quality and standards meet the expectations of the customers. Leading the operations team to plan, co-ordinate and manage works received for the entire client process from taking the initial phone call to job completion.
o Enquiries for both Radiation Protection Advice (RPA) Services, Inspection of Plans, Training and Personal Dosimetry
o Preparation of client documentation including proposals and letters of appointment
o Update of client databases and customer audit sheets
o Planning and co-ordinating visits for the team of Radiation Protection Advisers (RPAs) to ensure all works are completed safely and efficiently within the required timescales. This will also include booking hotels and flights where necessary
o Preparation of visit documentation
o Preparation of draft reports, Radiation Protection Files, Risk Assessments and Local Rules
o Sending out reports, certificate, invoice, additional documentation
o Date update on CRM
o Managing follow up tasks as required
o Resolving customer queries or complaints efficiently and providing the appropriate solutions.
· Meet and exceed new business and KPI targets to ensure desirable revenue generation and behaviours that are consistent with a sustainable business
· Preparation of :
o monthly statistics for Board
· Provide input on operational performance and strategy for annual strategy deck
· In conjunction with the Financial Controller set competitive pricing structures across all client cohorts
· Managing operations staff training to ensure compliance with statutory policies, standards, and Standard Operating Procedures. Improves service by communicating and assisting individuals to understand client needs, providing guidance, feedback and individual coaching when needed.
· Conducting regular one to ones with Operations team and assisting in one to ones with Technical Team.
· Attendance at client meetings as required
· Presence on trade stands at sector shows or conference as required
Key Skills for the Role:
· Exceptional customer service focus.
· Positive attitude that focuses on solutions.
· Experience of leading a team.
· Ability to schedule tasks to maximise productivity.
· Excellent time management and prioritisation skills.
· Strong communication and interpersonal skills (written and oral).
· The ability to maintain accurate electronic and paper-based data recording systems
· High level of Microsoft office competency with both Word and Excel
Contact
Karen Bird
COO SGA
[email protected]
Pay: From £40,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Ability to commute/relocate:
- Attleborough NR17 1ZA: reliably commute or plan to relocate before starting work (required)
Language:
Work Location: In person
