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Operations Head 

Operations Head 

Location: Ringwood, UK 
Reports To: Group Director of Sales & Marketing  
Department: Smarter Buildings 

Role Overview: 

The Operations Head is responsible for overseeing the seamless delivery of customer services while managing key operational functions, including installations, audits, invoice reporting, and revenue-generating projects. This role requires a combination of strategic planning and hands-on execution, ensuring smooth workflows, high customer satisfaction, and optimised business operations. Additionally, this role involves managing two staff members and ensuring team performance aligns with business objectives. 

Key Responsibilities: 

1. Operational Management & Installations 

  • Oversee and coordinate the end-to-end process of customer installations and audits, working closely with third-party suppliers and internal teams. 
  • Ensure all operational aspects, from initial audit to post-installation checks, are executed efficiently and within set timelines. 
  • Identify and address issues that arise during installations, escalating to senior management when necessary to mitigate risks. 
  • Implement and refine workflows to improve operational efficiency and reduce errors. 
  • Manage the quotation process for installations, ensuring accuracy and timely delivery to customers. 

2. Customer Success & Relationship Management 

  • Lead the onboarding process for new customers, ensuring seamless integration with the company platforms and services. 
  • Serve as the primary point of contact for customer queries, troubleshooting technical and operational issues proactively. 
  • Gather and analyse customer feedback to drive continuous improvements in service delivery and platform functionality. 
  • Foster strong relationships with customers to ensure high satisfaction, retention, and potential upselling opportunities. 

3. Revenue-Generating Projects 

  • Oversee and drive revenue-generating projects, ensuring they align with business goals and deliver measurable financial impact. 
  • Identify new opportunities to optimise operational workflows for increased profitability. 

4. Data & Performance Monitoring 

  • Ensure all customer devices are functioning properly on the company platform, flagging and resolving any technical faults. 
  • Collect, analyse, and report on tenant utility readings and other key metrics, ensuring accurate and timely distribution to stakeholders. 
  • Track key performance indicators (KPIs) to measure operational efficiency and customer success outcomes. 

5. Team & Process Management 

  • Manage a team of two staff members, ensuring they are effectively trained, supported, and aligned with business objectives. 
  • Collaborate cross-functionally with internal teams, including sales, technical support, and finance, to ensure smooth operations. 
  • Oversee and improve sales tracking, reporting, and invoicing processes to minimise billing discrepancies. 
  • Manage interdepartmental coordination to ensure sales, installations, and customer service align with business objectives. 

6. Financial Reporting, Invoicing & Quotes 

  • Work closely with the finance team to compile and produce accurate monthly invoicing reports. 
  • Ensure all billing data is correctly recorded, minimising errors and discrepancies. 
  • Manage the quotation process, ensuring accurate and competitive pricing for customers. 
  • Identify and correct customer misbilling issues and escalate any financial risks to senior management. 
  • Support the implementation of automated invoicing solutions to enhance accuracy and efficiency. 

7. Continuous Improvement & Strategy 

  • Support the ongoing development and enhancement of company platforms through customer feedback and market analysis. 
  • Identify opportunities for process optimisation and automation to enhance operational efficiency. 
  • Provide strategic insights to senior management regarding customer trends, operational challenges, and potential improvements. 

Key Skills & Qualifications: 

  • Bachelor’s degree in business management or related field (preferred). 
  • Strong background in customer success, operations, and workflow optimisation. 
  • Experience managing installations, audits, and operational workflows. 
  • Experience in financial reporting, invoicing processes, and managing quotations. 
  • Strong leadership skills with experience managing a team. 
  • Ability to manage and drive revenue-generating projects. 
  • Excellent problem-solving skills with the ability to troubleshoot and resolve technical and operational issues. 
  • Proficiency in data analysis and reporting tools. 
  • Exceptional communication skills for both internal and external stakeholders. 

Send your CV to: matthew.margetts@smartertechnologies.com