Operations Manager - Contracts (South East) in London

We are recruiting an Operations Manager - Contracts to manage our 3rd party installation partners. This is a remote role that will focus on the London/Home Counties area.

What will you be doing in this role?

This role will liaise closely with the sales and service teams for the various accounts to ensure a professional installations experience for the customer from placing the order through to commissioning and hand over to the service function.

The Ideal candidate

You will have proven experience of working with customers and 3rd party partners to deliver a seamless, world class service. Collaboration, customer focus and continuous improvement are also key focus areas that this person can bring to the role.

What we offer

• Competitive salary
• Hybrid working
• 25 days holiday + public holidays (pro rata)
• Holiday purchase scheme
• Contributory pension
• Car salary sacrifice scheme via Tusker
• Paid volunteer day to support a cause you are passionate about
• Enhanced maternity, paternity, adoption and shared parental pay entitlements
• Healthcare cash plan
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts
• EAP WeCare service - including a 24/7 online GP and mental health counselling service
• Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials
• A warm and welcoming team environment
• Development and a chance to build a rewarding career

Key skills and experience

• Proven successful project management experience
• Technically adept at resolving site issues
• Experienced in resolving problems and customer issues
• Management experience in a technology based, high volume, installations project management environment
• Successful record of implementing and managing business change
• Proven analytical skills
• Proven experience of successfully negotiating contracts with installers and suppliers
• Experience of successfully managing a number of small to large contracts simultaneously
• Experience of dealing with remote site operations
• Very high-level customer facing skills
• Excellent communication skills
• Experienced in continuous improvement practice
• National Certificate level education or equivalent

Required competencies

• Knowledge of the Community Alarms and associated equipment marketplace
• A proven change manager and team player
• Achievement/results orientated and customer focussed
• Knowledge of contract & forecasting planning models
• Ability to generate lasting customer relationships

Desirable skills and experience

• ECS / CSCS card
• Knowledge of contract law covering installation & service work
• Detailed knowledge of BS5839

Your day-to-day responsibilities will include

• To attend pre-project meetings with sales and the customer to identify and clarify the customers’ expectations from the installation.
• To generate Project Documentation and ensure customer sign off to projects initiation, clearly identifying the agreed work packages for all parties involved in the project and hence agreement that any variations could lead to additional charges.
• To maintain project detail using Projects-on-hand reporting tool.
• Ensure written customer sign off on any necessary variations.
• To provide technical support & guidance to customers/Installations/Sales including resolving site technical issues.
• To keep tight control of Turnover, cost and margin versus planned turnover cost and margin to ensure that profits are maximised for each project.
• To actively sell additional equipment / charge for additional work on the contract – increasing the sales value and margin of the project.
• To ensure that all excess Installer stock is cleared out of Installer warehouses and ensure that it is returned to Tunstall efficiently and expediently.
• Undertake audits to ensure installations are completed in line with the agreed installation bills of equipment issued by Tunstall to the installer.
• To effectively plan own workload and meeting / site / customer visit schedules to ensure maximum effectiveness in terms of improving performance e.g. volume of meetings, focus etc.
• To maintain a current and up to date record of each site history e.g. visit reports, meeting agendas, resulting action points which include who and due by dates.
• To document / formalise complaints and concerns from customers and contractors – acting to resolve them speedily and effectively taking the necessary steps to identify and eliminate root cause of any issues.

Equal Opportunities at Tunstall

At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.