Operations Manager - Contracts

Operations Manager - Contracts to manage our 3rd party installation partners. This is a remote role.

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 Tunstall 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 includes free eye tests, retail discounts
• EAP WeCare service – 24/7 online GP and mental health counselling service
• LinkedIn Learning and Talent Library with over 800 courses
• 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 oriented and customer focused
• 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

• Attend pre-project meetings with sales and the customer to identify and clarify the customers’ expectations from the installation.
• 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.
• Maintain project detail using Projects-on-hand reporting tool.
• Ensure written customer sign off on any necessary variations.
• Provide technical support & guidance to customers/Installations/Sales including resolving site technical issues.
• Keep tight control of Turnover, cost and margin versus planned turnover cost and margin to ensure that profits are maximised for each project.
• Actively sell additional equipment / charge for additional work on the contract – increasing the sales value and margin of the project.
• 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.
• Plus Tunstall quality requirements regarding work undertaken and client sign off ensuring current health & safety legislation is being complied with.
• Effectively plan own workload and meeting / site / customer visit schedules to ensure maximum effectiveness e.g. volume of meetings, focus etc.
• 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.
• 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.

A Bit About Us

Tunstall is a market-leading health and care technology provider. We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of around 3,000 colleagues provides life saving and life changing technology and services to millions of people in 18 different countries. At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

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.