We are recruiting a Service Operations Manager to join our Field Operations Team based out of our Whitley (DN14 0HR) location (flexible hybrid working is available).  

What will you be doing in this role?

As our Service Operations Manager, you will play a critical role in maximising chargeable revenue through management of the Chargeable Works team, ensuring that all works not covered by contracts are accurately captured and invoiced and ad hoc chargeable work is quoted in a timely fashion, purchase order numbers are obtained, and works are invoiced.

You will also be responsible for the Field Engineering Scheduling team, ensuring that Field resource scheduling is as efficient as possible, minimising overtime requirement and maximising opportunity for first time fix.

In addition, you will work in collaboration with the Service Finance Business Partner and Head of Field Operations to ensure the appropriate KPIs/OKRs are being captured, reported and actions taken as required.

This role is pivotal in driving the financial success of the Service organisation, driving performance, highlighting risks & opportunities, contributing to and facilitating the delivery of UK business objectives, revenue, EBIT & EBITDA.

The Ideal candidate:

You will have proven experience in a Service Administration Management role, with high attention to detail, and a methodical and organised approach to work. Commercial awareness and a results driven approach is vital, and you will need demonstrable experience of delivering process improvements and initiating and delivering business change.

Excellent communication skills, both verbal and written, a proactive, collaborative attitude, and the ability to prioritise and manage own and team workload effectively to deliver desired results is vital to success.

In addition, you will have strong IT skills, particularly with MS Excel, including being skilled with lookups and pivot tables.  

What we offer:

• Competitive salary,

• Hybrid working,

• Bonus,

• 25 days holiday + public holidays (pro rata),

• Private healthcare,

• 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, including free eye tests,

• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,

• 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 experience in a Service Administration Management role.

• Methodical and organised approach to work, with a keen eye for detail.

• Good working knowledge of Microsoft Office, particularly Excel, including lookups and pivot tables.

• Results driven, with demonstrable experience of delivering process improvement and initiating and delivering business change.

• Excellent communication and interpersonal skills, able to communicate, clearly and concisely, across all levels of the organisation in a professional manner.

• Strong leadership knowledge and experience, developing people through delegation, coaching and empowerment.

• Customer focused, delivering a high level of customer service to both internal and external stakeholders.

• Collaborative attitude, able to build and maintain strong relationships, both internally and externally.

• Good problem solver with a high attention to detail.

• Confident and credible, able to influence and challenge key stakeholders at all levels.

• Highly resilient, confident in challenging and making critical decisions.

• Delivery focussed whilst maintaining quality of service.

• Ability to prioritise and manage own and team workload.

Desirable skills and experience

• Experience of working with ERP systems (preferably IFS).

• Ability to challenge the status quo and influence key stakeholders, both peers and senior leaders.

• Good commercial acumen, able to balance commercial decision making with financial risk

If you are not sure if you have the relevant skills or experience, then please apply (only takes a few minutes) and let our team review and come back to you.

Your day-to-day responsibilities will include:

• Leading the Chargeable Revenue team, delivering and driving outstanding performance through coaching and development.

• Responsible for the end-to-end Chargeable revenue process, from quotation through to invoicing.

• Set team and individual quotation and invoicing targets, monitoring and reporting on performance vs target.

• Develop and implement KPI reporting on Chargeable revenue by engineer/region, reporting on quotation backlog, revenue generation, job closure errors and any other KPIs appropriate to the department or to support the Service operation.

• Responsible for monitoring the Lightfoot system, addressing and being first point of contact with colleagues regarding issues or indicators from the system.

• Responsible for the Engineer Scheduling team, providing leadership and empowering / coaching Team Manager to deliver operational excellence.

• Support the Engineer Scheduling Team Manager to source and implement the most appropriate scheduling software and identify operational/system improvements to increase first time fix %.

• Work with the Head of Field Operations, Regional management team and Commercial Finance to develop and implement KPI reporting to measure Field Engineer performance.

• Work cross functionally to ensure that all queries’ areas are resolved, identifying and recommending changes in process to improve query resolution issues.

• Ensure that all processes are fully documented and updating as required.

• Work cross functionally on department related ad hoc projects.

• Identify and contribute to process improvement initiatives to enhance the efficiency and effective-ness of the business and maximise cashflow.

• Act as an ambassador for the Company, offering a great level of service every time

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.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.

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.

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