Director of Service Operations and Customer Care in Ashford, Kent

We are seeking an experienced Operations Manager to lead and oversee the delivery of our Services operations across the UK business.

As Operations Manager – Services, you will have full responsibility for the day-to-day delivery of service operations, ensuring operational efficiency, service quality, and customer satisfaction across the business. You will lead the Services team, including Service Managers, the HV Manager, Supervisors, and Service Coordinators, while driving continuous improvement, financial performance, and compliance across the function.

Operational Management

• Oversee daily service operations and ensure smooth workflow across the Services Department.
• Develop and implement operational policies, procedures, and best practices.
• Monitor service performance against established KPIs and SLAs, identifying and implementing process improvements.
• Ensure compliance with company policies, industry regulations, and health and safety requirements.
• Manage, coach, and develop Service Managers, the HV Manager, Supervisors, Service Coordinators, and operational staff.
• Conduct performance reviews and set team objectives.
• Plan workforce requirements and resource allocation to meet business demand.

Customer & Stakeholder Management

• Ensure high levels of customer satisfaction and service quality.
• Handle escalated customer issues and complaints.
• Collaborate with other departments to improve service delivery.

Financial & Resource Management

• Identify cost-saving opportunities and support profitability goals.
• Manage procurement, inventory, and service resources where applicable.

Performance Monitoring & Reporting

• Analyze operational data and generate management reports.
• Monitor productivity, quality, and customer satisfaction metrics.
• Recommend strategies to improve operational performance and support business planning.

Risk & Compliance

• Identify operational risks and implement mitigation measures.
• Ensure compliance with legal, regulatory, and contractual requirements.

Proven experience in operations, service delivery, or team management roles, ideally within engineering, construction, or a regulated technical environment.

Strong leadership and people management skills.

Problem-solving and decision-making skills, with strong financial and budget management knowledge.

Data analysis and reporting skills.

Proficiency in Microsoft Office and relevant business systems.

Bachelor's degree in Business Administration, Operations Management, or a related field.

Competitive salary (commensurate with experience) ~28 days annual leave plus bank holidays ~ Opportunities for professional development and career progression ~ Senior, influential role with ownership of Services Operations across the UK business ~ Opportunity to shape policy, culture, and standards across the Services function ~ We value diversity and inclusion and are committed to providing a workplace where everyone can thrive. If you're a proactive Operations Manager with a passion for delivering outstanding service operations, we'd love to hear from you. Apply today and help shape the future of vertical transportation with KLEEMANN UK GROUP.