At a Glance
- Tasks: Lead and mentor a team of service technicians across South London and the South East.
- Company: Join Winterhalter, a leader in the catering industry with a focus on customer service.
- Benefits: Enjoy a competitive salary, company vehicle, 25 days leave, and private medical cover.
- Other info: Dynamic role with opportunities for personal development and career growth.
- Why this job: Make a real impact by improving service quality and engaging with top restaurants and hotels.
- Qualifications: 3-4 years of field service experience and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
Our service division is a customer-facing function in a very demanding industry; the successful candidate will be dealing with some of the leading restaurants as well as a variety of casual dining chains, hotels, educational establishments, hospitals, government buildings, and offices.
Winterhalter's growth agenda in reliant on the continuous improvement of our service offering to strengthen customer engagement and win new business.
We are therefore looking for a new Regional Operations Manager to cover an area focused around South London and the South East.
The right person for the job
You will be able to manage time and work under pressure to tight deadlines while balancing the demands of numerous tasks.
You will have the ability to adapt quickly in a rapidly changing environment and be keen to embrace new experiences, responsibility, and accountability.
You will be reliable, tolerant and determined and will enthusiastically adapt to changing work processes and schedules as required.
If you are a self-driven individual with a positive outlook, clear focus and ability to see things from another person's point of view - then you are well set to succeed in this role.
The Regional Operations Manager will support, coach, mentor and performance manage a regional team of installation & Service Technicians with varying levels of skills and experience.
A key player in the service operation, working with 4 other Regional Operations Managers supporting a variety of customers across all market sectors with a revenue value of approximately £12M.
This role is the key driver in achieving the objectives of the operations manager/service managing director by:
- Take ownership and responsibility for the delivery of the agreed goals and targets.
- Providing constructive and positive feedback to team members.
- Encouraging individuals, providing input and suggestions for problem resolution.
Addressing interpersonal problems with team members quickly and directly and consistently dealing with performance issues in a firm, fair, respectful and timely manner.
- Carrying out an assessment of the field service technicians this will include their technical ability to carry out their role, customer engagement and commercial competencies in the working environment.
- Establish and maintain an effective debriefing process on a frequent basis to ensure goals and targets are being met.
- Delivering constructive feedback via 1:1 meetings and group briefings.
Responsible for ensuring team members receive the appropriate training, coaching, personal development, and performance management to perform their role to the highest standard.
- Contribute to grading evaluations and development planning as required
- Contributing to the planning and execution of agreed goals and measurable targets
Knowledge & Experience
- Proven 3-4 years field service experience as a service technician
- You must have proven experience in leading a team of field service technicians ideally 3-4 years experience
- As a manager of field service technicians you must be able to provide constructive feedback, manage their activity in the field and performance
- You will be managing and coaching a team of field service technicians so it is essential that you have worked with single and 3 phase equipment; an electrical qualification is essential.
- Ability to troubleshoot, test, repair and service technical equipment
- Management qualifications are desirable but not essential
- Excellent written and verbal communication
- Strong analytical and problem-solving skills
- Excellent organisation and computer skills
- Ability to learn new applications and cross-train others is highly desirable
- Familiarity with mobile tools and applications
- Direct experience in the warewash and or catering industry is highly desirable
Team Dynamics
The Regional operations manager will take ownership and responsibility for building a strongly motivated team of field service technicians with clear goals, targets and personal objectives.
You will create a working environment which encourages a passion for service quality and continuous improvement in customer service.
An important aspect of the role is the management of performance, recognising commitment and supporting continuous improvement.
Recognised challenges in this role include; managing a team of independent individuals who work remotely and in relative isolation across a wide geography and drawing on skill and experience to adapt management style for a team with varying levels of skill and experience.
- An essential part of this job is giving consideration to the resource requirements of the region – factoring in the skill base and experience of the field service technicians, as well as the customer needs in the territory.
- Evaluate the geography and the associated traveling times affecting service delivery and individual effectiveness.
- Ensuring the technicians have the correct and necessary information, resources, tools, training and coaching to complete all jobs allocated to the required standard.
Hours of work & Benefits
- Core hours: 40 hours per week, Monday to Friday
- Competitive salary
- Company vehicle (with use privately) including fuel card
- 25 days annual leave - plus bank holidays (increasing with length of service)
- Pension & Life Assurance
- Private Medical Cover
- Employee assistance plan and discount scheme
- **Winterhalter is an equal opportunities employer**
StudySmarter Expert Advice🤫
We think this is how you could land Remote Regional Operations Manager - South London South East in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Regional Operations Manager - South London South East in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
