Operations Manager

  • Various, Birmingham, United Kingdom
  • Full-time

Company Description

Delivering the exceptional, every day

•       Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

•       Our promise to our people: a place to work where you can thrive and be your best every day.

•       Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

•       Our culture – our core values and how we behave:

o   We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o   We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o   We go the extra mile: whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o   Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o   Our customers’ business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job Description

 Ensure that all contracts are manned to the agreed levels
 Manage the staff on all assignments to ensure that the operational delivery of the service is maintained to the highest standards and to the complete satisfaction of the clients
 Provide Service Level Agreements (SLAs) and monthly client visit reports as required for regular review with the Regional Manager
 Wherever applicable measure performance indicators to ensure standards are constantly maintained/improved
 Manage expenditure to the agreed budgets with no detrimental effect on service delivery
 Any complaints must be brought to the attention of the Regional Manager, logged in accordance with the quality system and remedied in a timely and effective manner
 Agree as and when required new charge and pay rates
 Monitor labour turnover, absenteeism and performance standards and recruit staff to ensure that retention is greater than 75%
 Ensure that staff comply with Health and Safety requirements in all aspects of their work
 Fulfil Duty Management responsibilities on a rostered basis in line with agreed procedures
 Maintain accurate and up to date Assignment Instructions and review annually, security officers should be assessed to ensure their understanding and compliance (all instructions must be signed as having been read and understood)
 Regularly review all administrative quality procedures and endorse them paying particular attention to check call procedures

 Monitor staff performance and appraise staff in line with company policy
 Understand and advise on any invoicing issues, credit note requirements and bad debts
 Negotiate annual reviews and gain price increases for existing contracts
 Attend/Monitor monthly minuted meetings from clients using SLAs as basis for agenda


 Literate and numerate
 Professional appearance and presentation
 Methodical and well organise
 Resilient and tenacious
 “Can do” approach
 Flexible and adaptable
 Good communicator – verbal and written

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