Service Operations Manager

SERVICE OPERATIONS MANAGER

PONDERS END

SALARY UP TO £55K DEPENDING ON EXPERIENCE PLUS CAR & A BONUS FOR KPI TARGETS

Our client specialises in skip hire, waste management, haulage, aggregates, plant hire, demolition and operational 24/7 waste transfer facility in North London. They are now seeking a Service Delivery Operations Assistant to join their team.

Role Purpose

To support daily service delivery, transport, skip hire, and waste operations by ensuring accurate bookings, professional customer communication, system integrity, compliance, and timely billing. The role requires strong attention to detail, sound judgement, and the ability to manage customer expectations in a fast-paced operational environment.

Key Duties & Responsibilities

Customer Contact, Orders & Systems

• Act as the first point of contact for customer calls and emails, handling enquiries professionally and in a timely manner.
• Advise customers on services, take accurate bookings in line with scripts and legal requirements, and ensure all information is correctly entered into the system.
• Clearly communicate service options, timeframes, estimated arrival windows, and costs to manage expectations and minimise follow-up queries.
• Maintain awareness of daily operational capacity through liaison with the Service Delivery Manager and advise customers accordingly.
• Identify repeat or ongoing service needs and refer suitable opportunities to the Business Development team.
• Manage the Orders mailbox, ensuring enquiries are actioned, routed, and recorded correctly.

Billing, Charges & Financial Controls

• Apply and authorise additional charges in line with company policy and ensure jobs are checked, priced, and passed for billing within five working days.
• Maintain clear audit trails to support invoicing, customer queries, and commercial discussions.
• Handle credit card payments carefully and securely in accordance with company procedures.
• Assist customers with invoice queries using own initiative, escalating complex issues where appropriate.
• Refer all credit control matters, including credit limits and overdue accounts, to the Credit Control department in line with agreed criteria.

Compliance, Licensing & Skips on Hire

• Manage skip licensing for public highway placements, including permits, lighting, expiry dates, and re-billing.
• Proactively monitor and communicate permit expiries, coordinating renewals, removals, or suspensions as required.
• Ensure compliance with local authority conditions and company procedures at all times.
• Review Skips on Hire reports and resolve long-outstanding containers with customers, ensuring accurate billing and appropriate communication.

Waste, Weighbridge & Reporting Support

• Verify waste descriptions and EWC codes at booking and pre-billing stages.
• Support weighbridge processes by ensuring tickets are uploaded, matched, and queried where discrepancies arise.
• Prepare daily service delivery summaries and support operational and KPI reporting as required.

Accuracy, Issue Resolution & General Support

• Proactively resolve missing or unclear information from drivers, customers, or subcontractors.
• Identify and correct data gaps, missing tickets, or system discrepancies to prevent billing or compliance issues.
• Maintain accurate records with a consistently high standard of data integrity and attention to detail.
• Work collaboratively across service delivery, transport, finance, credit control, and business development teams.
• Undertake any other reasonable duties as required by the company
• Skills & Attributes (Summary)Strong customer service and communication skills.
• High attention to detail and accuracy.
• Ability to prioritize and work calmly under pressure.
• Good administrative and IT skills; experience in transport, skip hire, or waste management is desirable but not essential.
• Willingness to follow procedures, escalate risks appropriately, and support continuous improvement

Other

Working hours: 7am-5pm - Monday to Friday

If interested in applying for this excellent Service Operations Manager role, kindly submit your CV to Anna Maguire.

Whilst we will endeavour to contact you following your response, occasionally due to the high volume of applications this cannot always be possible and we are only able to contact shortlisted candidates.  We will keep your details on file and may contact you with future opportunities.