Head of Operations Support - Luton, United Kingdom - FirstPort

FirstPort

Verified Company

Luton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job role:
Head of Operations Support

Location:
Hybrid, Luton

Hours:
Monday to Friday - 35 hours per week

Contract: 6 months Secondment
As the Head of Customer Support, you will contribute to our vision of being the
UK's leading property manager by:

Owning and efficiently delivering all customer and non-customer facing administration
Working closely with H&S and Technical colleagues to ensure we meet required compliance, safety, and other legislative guidelines, whilst focusing on first time resolution
Partnering with Operations to deliver annual Major Works revenue targets and efficient end to end project management for all Major Works including overseeing AMP lite plans
Providing a comprehensive compliance and asset management service that efficiently supports the whole portfolio and with a strong operational stakeholder alignment to enable the management and monitoring statutory compliance and planned maintenance. This will include being the relationship owner with DataStation.
Leading the end to end demobilisation process for lost schemes
Handling property damage losses, monitoring/instructing insurance valuations and tracking policy renewals all in line with specific Broker and/or Client demands.

This role reports to the Director of Operational Excellence and has up to 5 direct reports and c.60 indirect reports.

Main Responsibilities

Accountable for the performance delivered by operations support teams to achieve all agreed targets aligned to the strategic direction and delivery of Operational Excellence
Keeping the business up to date with new activity and ways of working being developed across the team, in order that leaders are advocates and early adopters so we can release benefits and improvements to the customer. Working with Operational Directors to ensure the culture is a customer led mindset bringing it alive nationally across the business
A proactive and tenacious approach is required in supporting operations, ensuring we remove failure demand and multiple touch points by focusing on continuous improvement
Ensures the programme of regular proactive works and planned maintenance is delivered with compliance to CDM and other statutory legislation providing value for money to our customers and clients, delivering the project administration on time every time.
Accountability for the BAU delivery of all operational administration activity, in order that the operations and customer service teams are set up to deliver performance centred on a firsttime resolution and customer relationship building principle
To own, lead, act as a key interface and be the voice and conscience of the customer, ensuring that the activity, business decisions, performance and ways of working across the business are relevant, progressive and representative of what is needed in order to deliver for our customers
Evaluating business results and identifying opportunities for improvement and growth, working closely with Operations Directors and Operational Excellence Director to implement improvements
To transform and drive the creation of a superior employee experience, attracting, developing and retaining employees able to deliver the customer experience we strive for, ensuring we build colleagues with a continuous improvement mindset who strive to lead improvements for our customers
Accountable for managing customer support costs to agreed budget responsible for optimising resources across multidisciplined teams through resource planning, effective management of sickness and other downtime
Driving performance improvements across the team to resolve customer enquiries and escalations first time every time
Creating a positive, diverse environment, driving engagement and development with direct and indirect team members ensuring all people related tasks are completed such as PDRs, administration of the absence process and health and safety requirements

Skills and Experience

Commercially astute; has had P&L responsibility, able to use data and insights to make decisions
Previous experience in managing multidisciplined teams
Strong customer and employee focus with the ability to utilise data insights to drive performance improvement and capability
Results orientated and delivers against action led project plans
Leads team building and collaboration and consistently demonstrates the required FirstPort leadership attributes
Demonstrable experience in identifying process inefficiencies and drive cultural and process improvement programmes
Experience in or an understanding of property management would be beneficial
Confident, optimistic, articulate communicator both orally and in writing; able to build influential and engaging relationships with all colleagues, from sitebased colleagues to directors to external stakeholders
Work well under pressure with autonomy and within a team and takes ownership of specific tasks/projects as directed