Operations Manager - Engineering

About Universal Instrument Services:

Established in 1966, We are a UKAS accredited multi-parameter calibration laboratory and hold certification to BS/EN ISO9001:2015 and are a BS/EN ISO/IEC 17025:2017. Covering a wide range of measurement parameters, we are committed to providing the highest standard of calibration and customer service.

In addition to our inhouse facility, we also operate UKAS (ISO17025) accredited mobile laboratories, enabling us to provide onsite calibration at the customers premises.

You can find a short video about us here; UIS Welcome Video

The Operations Manager will play a key part in sustaining and growing the business to achieve long-term success by providing an outstanding and timely service to our existing and prospective customers.

The role holder will be responsible for the pro-active management of the support and technical staff, delegating and directing the team’s tasks and monitoring the progress of workflow.

The successful candidate will need to be hands on and participative to ensure peaks of workload are successfully managed.

They will develop and nurture strong relationships with our existing and prospective clients by understanding and responding to their requirements, addressing any concerns and by promoting the range of services provided by UIS.

Role Purpose:

Specific Responsibilities

• Develop and implement key performance metrics for excellent customer service which are embedded, monitored and improved on

• Proactive management of admin and technical activities and regular monitoring of delivery against objectives set

• Ensure the timely and professional resolution of issues, queries or complaints faced by customers to maintain trust and confidence in the services we provide

• Assist with and perform administrative tasks as required during peak times of workload

• Review, refine and assess our internal processes and practices to ensure we deliver our services efficiently and in the most effective way for our customers and internal stakeholders

• Training and development of existing and new employees

• Maintain a strong working knowledge of industry regulations

• Develop trusting relationships with our portfolio of clients to ensure outstanding customer service

• Identify opportunities to expand the relationship with existing customers to increase revenue

• Acquire and maintain a thorough understanding of key customer needs and requirements

• Ensure that customer needs and requirements, both current and future, are fed into the business model and are followed up with internal stakeholders

• Engage with internal colleagues to ensure that customer feedback is used to continuously review and improve the services offered by UIS

• Work with the operational team to ensure that the correct services are delivered to customers in a timely manner

• Serve as the link of communication between customers and internal teams

• Play an integral part in building relationships with new customers that will turn into long-lasting relationships

• Prepare regular reports of progress and forecasts using key account metrics

Customer Care

• Provide a best-in-class customer experience to all current and existing customers

• Act as the key account contact and/or supervisory contact for all new and existing customers. This will involve in-person visits to client sites

• Ensure that customer data is maintained and updated and put in place a planned reporting cycle to sit alongside the programme of customer reviews

• Regularly review customer spend data to identify trends and act on any concerns about customer spend

• Work with the support team to ensure calibration recalls are followed up and delivered

Support to Onsite Admin Function

• Provide management and day to day support to the onsite admin function, ensuring that workload is managed in line with the department’s priorities and the needs of internal and external stakeholders

• Provide training, guidance and support to ensure high standards are set, met and maintained, with a focus on excellent customer service and continuous improvement

• Oversee the maintenance and update of all customer information within our data bases

• Oversee the review of and response of all customer compliments and complaints and take forward any necessary internal feedback to teams or recommendations for improvement

Business Development

• Support with raising quotes for new work for both new and existing customers

• Negotiate with existing customers on calibration contract renewals

Project Work

• Deliver, support or oversee, where appropriate, organisational projects.

Other Responsibilities

a) Ensure the maintenance of Gov Sanction Checks.

b) To undertake such other duties as the line manager shall from time to time determine.

c) To be flexible and proactive as required for the effective delivery of the role.

d) To demonstrate the values and cultural aspirations of UIS in all work that is undertaken.

Person specification

• Excellent customer service skills and the ability to provide solutions based on the needs of individual customers

• Ability to develop and maintain strong stakeholder relationships

• Proven experience of managing a team at Operational Manager level

• Proactive, pragmatic, self-disciplined and able to work on own initiative as well as part of a team

• Proven track record in negotiation skills and business acumen

• Working knowledge of SAP/Ariba/Coupa platforms for PO and invoice submission

• Excellent Excel and Access skills – data collection, presentation, chart production, pivot tables, query and report generation

• Working knowledge of customer relationship management (CRM) systems

• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all levels

• Excellent organisational skills

• Expected to participate in all areas of service support

• Ability to travel to customer sites as needed