Operations Support Manager

The Operations Support Manager will be responsible for ensuring efficient delivery of services from initial enquiry through to job completion, invoicing and customer aftercare.

This role will act as the central link between field operations, office based teams, commercial functions and customers, ensuring operational performance, customer service excellence, compliance and financial control are consistently achieved.

The Operations Support Manager will have direct responsibility for office based operational teams. The role will also play a key part in improving processes, systems, utilisation and customer experience, while supporting growth and profitability.

As the business continues to grow, the Operations Support Manager will support operational activities across multiple sites, ensuring consistency of standards, processes, customer experience and performance. This will include helping to establish scalable operating models, supporting new site set ups and operational leadership beyond the Teesside branch as required., Leadership and Management

• Lead, manage and develop office based operational team.
• Provide operational leadership across office function, ensuring clear communication and alignment of priorities.
• Foster a high-performance, customer focussed culture with strong accountability and collaboration.
• Carry out performance reviews, coaching, training and development plans for direct reports.
• Manage recruitment, onboarding, disciplinary processes and absence management where required.

Operations Management and Oversight

• Maintain responsibility for operational performance including planning effectiveness, utilisation, turnaround times and service delivery KPIs.
• Allocate resources effectively across office team to meet customer demand and operational priorities.
• Maintain oversight of job progress from enquiry to completion, ensuring timely closure and accurate documentation.
• Support operational decision making during peak workloads, breakdowns or complex jobs.

Customer Service, Internal Sales and Support Functions

• Manage customer service and internal support functions, ensuring high standards of responsiveness, communication and professionalism.
• Oversee all office operations.
• Ensure internal sales, quoting and pricing processes are controlled, accurate and aligned with commercial strategy.
• Support commercial approvals, pricing decisions and quotation reviews for crane and service related work.
• Monitor and improve customer satisfaction through KPI tracking, feedback and service performance reviews.

Commercial and Financial Control

• Take responsibility for operational input in to P&L performance, cost control and revenue protection.
• Oversee invoicing accuracy, job closure, time capture and financial reconciliation processes.
• Work closely with team to ensure invoicing is timely, accurate and compliant.
• Support the Engineering Director and commercial teams with operational data, forecasting and reporting.

Safety, Compliance and Governance

• Ensure all operational activities comply with relevant legislation and industry standards, including LOLER, PUWER and internal governance requirements.
• Embed compliance within operational workflows, documentation and scheduling processes.
• Support audits, inspections and compliance reviews, ensuring corrective actions are implemented and monitored.
• Promote a strong safety culture through leadership and communication.

Process Improvement and Performance Management

• Identify operational inefficiencies and implement process improvements across planning, scheduling, job management and administration.
• Lead continuous improvement initiatives with measurable outcomes related to productivity, customer service and cost efficiency.
• Define, track and report on operational KPIs to drive accountability and performance improvement.
• Support the implementation and optimisation of operational systems and tools.

Cross Functional Collaboration

• Work closely with Engineering, Business Development and Finance teams to ensure seamless cross functional delivery.
• Support major accounts and key customers through effective coordination between operational and commercial functions.
• Contribute to strategic planning discussions, providing operational insight and recommendations.

Reporting and Documentation

• Prepare and present regular operational reports covering performance, utilisation, customer service and financial metrics.
• Ensure accurate and timely documentation across all operational processes.
• Maintain clear communication with senior management regarding risks, opportunities and operational performance.

Multi Site Operations and Growth Support

• Support the Engineering Director, Engineering Manager and Engineering Services Manager in the operational management of additional sites as the business expands.
• Ensure consistent operational processes, systems, KPIs and customer service standards are applied across all locations.
• Provide guidance and operational support to site-based managers and teams at other locations.
• Assist with the setup of new sites, including workflow design, staffing structures, system implementation and operational readiness.
• Identify best practice across sites and drive standardisation and continuous improvement at a group level.

Do you have experience in Operations management?, Essential

• Proven experience in an operations management role within engineering, crane services, lifting, plant or a similar service driven environment.
• Demonstrable experience managing office based operational teams.
• Strong people management experience including performance management, recruitment, training and disciplinary processes.
• Experience overseeing customer service, internal sales or service support functions.
• Strong operational and commercial awareness, including pricing, quoting or invoicing oversight.
• Experience working within compliance driven industries and managing audit requirements.
• Proficient in operational systems such as service management software, ERP, scheduling tools or CRM platforms.
• Excellent organisational, communication and leadership skills.

Desirable

• Experience within the cranes and lifting sector or similar regulated engineering environment.
• P&L responsibility or strong exposure to financial and commercial performance management.
• Track record of delivering measurable operational improvements.
• Strong analytical and data driven decision making skills.
• Experience supporting multi site operations within an engineering, service or regulated industry environment., * Operations management: 3 years (required)

• Salary competitive, depending on experience.
• 40 hours per week, working Monday to Friday.
• 33 days annual holiday including statutory bank holidays.
• Contributory pension.
• Life Assurance.
• Healthcare Cashback Plan.
• Ongoing technical training.
• Structured path for career growth.
• Company mental and financial wellbeing support package including OnDemand GP and EAP.
• Discounts, Cycle2Work Scheme and Electric Vehicle Scheme.

RS Industrial Services

We are the leading experts who are passionate about our people who always "go one step further". We deliver outstanding service through our one stop shop services.

With over 20 years' experience, we inspect, service, maintain and repair overhead cranes and lifting equipment. In addition, we have large Trade Counters across the region providing a diverse range of products across all industries. Our dedicated in-house Training Centre provides on-site and off-site training to help our customers stay compliant.

Our people deliver outstanding service and are proud to provide a genuine one stop shop.

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Store discount