Head of Aftercare - Landscape and Horticulture

LOCATION: Visiting landscape sites and clients as appropriate and necessary, but also based in head office (Near Aylesbury).

REPORTS TO: Operations Director

ACCOUNTABLE TO: Board of directors

OVERVIEW: Because of the level of seniority within the company structure, our client requires a background in the horticulture/landscape industry. Management of the aftercare and horticulture department. This role sets the direction and oversees the operation of aftercare within the business. It includes client liaison, product and service development, and management of the business. The position involves broader responsibilities across all business areas, requiring the job holder to promote best practices, work effectively as part of the management team, and adopt a whole-company perspective in issue management.

KEY RESPONSIBILITIES:

• Operations: Work with managers, team leaders, and others to ensure seamless service delivery to clients. Develop and implement strategies and systems to improve operational efficiency, including the use of apps or other software, to support departmental growth without sacrificing quality.
• Client liaison and service monitoring: Visit sites regularly; most sites should be visited at least quarterly, with larger contracts visited more frequently by you or a manager. Ensure work standards are high, note if hours allowed are appropriate, and identify opportunities for upselling. Maintain regular communication with clients to ensure satisfaction, discuss future plans, and identify potential additional services. Address any service issues immediately to prevent client complaints.
• Service quotations: Handle inquiries promptly; major quotations should be managed personally, while smaller ones can be prepared by your team, ensuring responses are within a week of site visits.
• Administration and invoicing: Ensure timely and accurate information flow for monthly invoicing, working with finance and administration to optimize processes.
• People: Foster a company culture that reflects values of openness, honesty, encouragement, respect, and excellence. Maintain appropriate staffing levels, proactively recruiting and managing staff through appraisals, interviews, and inductions. Address staff issues promptly and professionally, with support from HR and Admin.
• Strategy and direction: Collaborate with directors to develop departmental strategies. Work with the CEO and Marketing Coordinator on marketing strategies for the aftercare business. Ensure implementation of strategies, including resource allocation. Develop a departmental carbon emissions reduction plan. Set and manage annual budgets in partnership with the Managing Director.
• Personal Management: Arrive promptly, respond to emails efficiently, and participate in company events to foster team morale. Uphold company values as outlined in the employee handbook.

Benefits: Profit Share Pension Scheme Uniform provided 23 days paid holiday plus bank holidays, with three days off between Christmas and New Year.