Job Description:

We are looking for an Operations Support Manager to join our Operations team and play a key role in delivering an exceptional service to our colleagues, customers and partners.

This is a varied and fast-paced role with responsibility for leading our FM and Projects Support teams, overseeing operational systems and processes, driving continuous improvement, and ensuring the smooth and effective delivery of day-to-day business activities.

You will be responsible for ensuring our teams, systems and processes operate efficiently, while building strong relationships across the business and acting as a key point of escalation for operational and customer-related matters.

Key Responsibilities

• Lead and manage the FM and Projects Support teams, creating a culture of accountability, collaboration, responsiveness and continuous improvement.
• Act as an ambassador for the Support teams, developing strong and effective relationships with customers, suppliers and internal stakeholders.
• Manage operational systems and KPIs, using Power BI reporting to monitor performance, identify trends and drive improvements.
• Ensure CAFM and associated systems are accurately maintained, regularly cleansed and populated with current and relevant information.
• Produce regular performance reports, providing insight into trends, challenges and opportunities for improvement.
• Take ownership of invoicing and month-end activities, including the preparation and submission of client batch applications and the production and analysis of financial reports.
• Develop and maintain a strong working knowledge of FM and Projects systems, providing guidance and support to colleagues on day-to-day system queries and issues.
• Identify, develop and implement process improvements to increase efficiency, consistency and quality across the function.
• Manage relationships with system providers, coordinating repairs, upgrades and system improvements where required.
• Develop a strong understanding of FM contracts and their operational requirements, supporting FM Managers with activities including purchase order approvals and contract administration.
• Take overall responsibility for the system setup and implementation of new FM contracts, ensuring systems are configured accurately and effectively.
• Lead regular meetings with colleague and customer stakeholders to review performance, address issues and identify opportunities for improvement.
• Act as the first point of escalation for the Support teams, ensuring issues and queries are resolved promptly and effectively.
• Maintain clear and timely communication with internal and external customers, providing updates and ensuring a seamless service.
• Liaise with the Out of Hours and Overflow Helpdesk, including the coordination and reporting of weekly on-call changes.
• Investigate customer and internal issues relating to the Support teams, identifying root causes and implementing appropriate improvements.
• Manage third-party contracts and relationships covering telephony, internet and IT support services.
• Maintain responsibility for relevant business accreditations, including Cyber Essentials, and support wider company accreditation requirements where required.
• Oversee IT stock management and provide first-line IT support where necessary.
• Provide operational support and assistance to the wider business as required.

What We're Looking For

We are looking for an experienced, proactive and highly organised manager who thrives in a fast-paced, multi-site environment and is confident managing people, systems, processes and competing priorities.

You will have:

Proven management or supervisory experience – essential.

Experience within the FM, construction, property or related industry – desirable.

Excellent written and verbal communication skills.

A proactive approach and the ability to use initiative.

Strong organisational, analytical and problem-solving skills.

The ability to manage and prioritise a changing workload in a fast-paced environment.

Exceptional attention to detail.

Experience using Microsoft Office packages and CAFM systems.

Strong IT skills, with experience of Power BI or similar reporting tools desirable.

The ability to build positive relationships with customers, colleagues, suppliers and third-party providers.

A commitment to delivering excellent customer service and driving continuous improvement.

Salary & Benefits Package

Competitive salary

Colleague incentive plan / company bonus

Company pension with up to 8% employer matching

Healthcare cash plan

Colleague referral scheme

25 days' annual leave, plus bank holidays

Enhanced sick leave entitlement, dependent on length of service

Group life assurance – 4x annual salary

Birthday leave

Enhanced maternity and paternity leave

Critical illness cover