Head of Operations (London)

Join to apply for the Head of Operations role at ZING ENVIRONMENTS LTD1 day ago Be among the first 25 applicantsJoin to apply for the Head of Operations role at ZING ENVIRONMENTS LTDJoin Zing, a reputable company with over 20 years of expertise in commercial cleaning across London. We are currently undergoing rapid growth and are in search of a dynamic Head of Operations to lead our team to success and manage client relationships.Are you the right candidate for this opportunity Make sure to read the full description below.The Head of Operations is responsible for ensuring our customers expectations are met or exceeded. With the help of three Regional Managers reporting to you, you will oversee whole business operations, mainly in the South East.Basic Salary: 48,000 - OTE: 58,000 (if all bonuses are achieved)Working Hours: 40 hours per week, Monday to Friday 9 am to 5 pm with some out of hours visits to customer sites within cleaning operations times, which might include early mornings and late eveningsHolidays: 20 days per annum + Bank HolidaysOther Benefits: Automatic Electric Car, Loyalty, behaviours and referral bonusesLocation:100% office-based (SW4 6JP)Start Date:mid-August/SeptemberCore Duties And ResponsibilitiesCapacity planning and management:Responsible for advising Operations Director on service team capacity.In charge of continually reviewing capacity levels within service teams to ensure workload not insufficient/oversubscribed.DistributionTo assist in the research and recommendation of new sales territoriesClient ManagementContribution to the client management strategy developmentPositioningContribute to the positioning strategy from a service perspectiveNew ProductsContribution to ideas for new products and liaising with Operations Director for implementationPricing And PackagingContribute to the pricing and packaging strategy based on field knowledgeCultureResponsible for ensuring that management and team behaviour reflects company valuesOperations ManagementContribution to delivering the operations management strategy for service teamResponsible for conducting and documenting 121 meetings with Regional Managers on a monthly basisTrainingContribution to design and implementation of training manual/processes for service delivery departmentResponsible for ensuring that training processes meet companys training strategy requirementsContribution to reviewing all training procedures for service delivery departmentResponsible for ongoing skills reviews with current service staff and program to up-skill as necessaryResponsible for providing HR with training records for Regional ManagersResponsible for educating Regional Managers on any new products being introducedSalesTo ensure that all referrals received from the frontline staff are dealt with as per process and referrals bonuses are paidResponsible for generating sales leads to achieve annual sales targetConducting tender processes for existing and new customersUpselling/downselling to existing customers to ensure all contracts generate adequate Gross Profit marginsEnsuring that one off cleaning services and pest control are quoted for within agreed time scales and are send to customers within 48 hrsResponsible to replace lost Gross Profit through upsells/downsells processMarketingLiaise with marketing team to assure consistent image of the brandResponsible for ensuring that all documentation/branding being used in the field adheres to marketing and positioning strategy (most up to date as possible)Product PreparationResponsible for reviewing cleaning, supplies and pest control contracts accordingly to customers requirements and sending them within agreed time scalesEnsuring that all contracts are signed and datedResponsible for ensuring all workflows between client and company are followedResponsible for liaising with Regional Managers/Partners/Specialist Cleaning Services to arrange additional jobs and delivery of suppliesResponsible for liaising with Accounts to ensure that all additional services are billed correctlyResponsible for liaising with Regional Managers to ensure that all additional jobs are completed to the satisfaction of the clientResponsible for reviewing all procedures involved in product delivery, highlighting any issue and providing training/retraining where appropriateResponsible for ensuring that all equipment is PAT tested prior to useService DeliveryResponsible for meeting specific KPI targets set by the business. If targets are not being met remedial actions plans will be required to correct under performanceSupport and advise Regional Managers when requestedEnsure all servicing duties are carried to highest standards as per contract requirements through site visits and client monitoringIn charge of Regional Managers and ensuring that they all adhere to company standards of practiceResponsible for day to day running of service team and to ensure that the team is achieving Revenue Retention of 90%Client ServicesResponsible for scheduling and attending 2 customer meetings per weekContact customers following annual task schedule. Monthly tasks must be completed by the last day of each monthAction all customer feedback with Regional Managers to ensure a positive outcome is reachedEnsure all INT NCRs and NCRs are recorded and ensure that these are actioned and followed through to reaching positive conclusion with customersResponsible for annual price increasesItAdhere to IT Policies and lead by exampleResponsible for ensuring that Regional Managers are trained and competent on all necessary IT equipment & programmesAdminResponsible for drafting, sending, responding to all emails within specified time scales and according to processResponsible for ensuring that all new arrangements are signed with customers including standard terms and conditionsResponsible to ensure that contract end process is followedResponsible for responding to internal and external phone call inquiries within specified time scalesAccounting And FinanceContribution to design and review of service budgetResponsible for providing monthly payrollResponsible for checking cleaners payroll monthly and ensuring it is within budgetResponsible for planning Regional Mangers schedules and site visits as per customers requirementsResponsible for ensuring that the product delivery team costs do not exceed agreed budgetsResponsible for reporting budgetary figures into the KPI report for 121 meetingsPremises & Fleet ManagementSubmitting monthly mileage to Office ManagerHrResponsible for attending disciplinary hearings and ensuring that all documentation from the hearing is sent to HRConsulting HR on disciplinary matters on regular basisResponsible for the design and implementation of the recruitment strategy for Regional Managers and completing new starter checklistIn charge of managing and organising Regional Managers holidays to ensure un-interrupted service levels to the business and customers and reporting them to AccountsResponsible to ensure that Regional Managers contracts are always up to dateResponsible for conducting and documenting appraisals with Regional Managers and submitting them to HRResponsible for ensuring probationary and induction processes are followedLegalAdhere to Employee Handbook making sure that all policies and procedures are followed in line with the handbookComplianceIn charge of ensuring that all sites have a health & safety file and a risk assessment designed and provided to themselves and the on-site staffResponsible for ensuring that the product delivery department complies with ISO 9001, ISO 14001 and Safe Contractor processesQualification/Skills/ExperienceAbility to work flexible hours which will include visiting sites out of hoursExcellent numeracy skills and knowledge of Excel spreadsheets (e.g. managing profit/loss)Proven track record in delivering customer service and going the extra mileExperience of managing client relationshipsExperience in and knowledge of the cleaning industryProven track record in similar positionClean driving licence & DBS check (We will assist in the procedure)High level of personal organisation demonstrable in previous roleProven ability to make decisions and manage various tas

Created: 2025-07-15