Operations Manager - South West Region Covering Worcester, Oxford and Banbury.

Being an Operations People Leader for Autoglass® is all about delivering excellence in customer service through leading a team of Technicians and support roles.  Ensuring our Technical Superiority shines through, delivering a quality finish for every customer. Through your strong and inspiring leadership, you will focus on delivering exceptional levels of customer service and employee engagement, and you will enable our purpose of making a difference with real care.​

This role has a high emphasis on driving performance by collaborating effectively to achieve consistently high standards, with highly engaged people.  You will focus on promoting Health, Safety and Well Being and create a diverse, inclusive, equitable and zero harm culture where our people have opportunities to develop themselves and to give back to our communities.

Deliver an Exceptional People Experience​

• Deliver the best possible people experience for every individual in your team focussing on wellbeing, performance and personal development.​
• Lead an exceptional induction experience for newly recruited technicians​
• Ensure training and development plans and opportunities are  in place for all so they stay with the business​
• Ensure that recruitment is proactive against attrition, and that optimum headcount is maintained ​

Create and Manage a High Performing Team​

• Inspire, engage and coach your team to deliver operational excellence across all key business  priorities, share best practice and look to continuously improve standards​
• To ensure the delivery of the local capacity plan working with your team to proactively mitigate any negative impacts to the plan​
• Relevant, visible and individual performance and development plans for everyone ​
• Ensure that all targets and results are effectively communicated with line of sight to  how individuals can contribute to wider objectives​

Deliver an Exceptional Customer Experience​

• Make exceptional customer service a priority. Engage with our customers . Listen to feedback and take appropriate action to drive improvements.​
• Never let down or lose a customer​
• Promote our technical superiority and maintain lowest possible warranty rate.​

Support a Zero-Harm Culture & Responsible Business​

• Ensure strict adherence to our Health, Safety & Wellbeing strategy, living and breathing it daily​
• Deliver against our responsible business standard and practices​

Manage & Maintain Standards & Processes​

• Ensure Audit requirements and Standards are maintained all times,​
• To be fully accountable for process related activity, assets and Cost Control.

Reporting to one of several regional managers across the UK the team comprises of  between 15 and 25 employees working in customer centres and mobile out visiting customers over a large geographical area .Your team will  support and deliver an exceptional customer experience for between 300 and 400 customers per week with an annual turnover of  c £3m to £3.5m.    

• Change Management ​
• Operational Best Practices ​
• Customer Service Delivery​
• Internal Collaboration ​
• Developing Self & Others​
• Leading Remote Teams ​

General Education​

• A Levels or equivalent (Desirable) ​

General Experience​

• Wide and deep experience providing expert level of competence (a minimum of 3 years in an operational management role )​
• Experience of planning and managing resource to deliver  predetermined objectives as specified by more senior  managers (a minimum of 1 year)

Our Values

Caring  We care about what matters to our people, customers, partners and communities and this is reflected in our work.   ​

Genuine We create an environment where people can be themselves. We deliver our promises and are honest, fair and trustworthy in everything we do    ​

Collaborative  We engage each other, we support and trust each other, and we deliver as one team  ​

Driven With courage and determination we take ownership to deliver and find new ways to grow the business and ourselves in a sustainable way