Operations Manager

RAPID RESPONSE PLUMBING & HEATING LTD; Wigan; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Career progression

Autonomy

Direct involvement in business growth

Job summary

Rapid Response Heating is seeking an experienced Operations Manager to oversee the day-to-day running of the business, coordinating engineers, office and administration teams. You will drive efficient operations, monitor performance and work with directors to shape strategy.

You will implement improvements, develop the team, manage costs and ensure services are delivered profitably while maintaining high customer service standards. This is a hands-on role in a growing family-run business.

Qualifications

• Experience in an Operations Manager or senior management role.
• Experience in plumbing/heating/HVAC or similar service-based industry is advantageous.
• Strong leadership, people management and organisational skills.
• Commercial awareness and profitability focus.
• Experience managing engineers or field-based teams or service operations.
• Proficient in business management software and KPI monitoring.
• Excellent communication and customer service skills.
• Proactive, decisive and ownership-driven mindset.

Responsibilities

• Oversee daily operations and ensure smooth performance.
• Manage workloads, engineer schedules and job allocations.
• Ensure engineers are productive and complete work to a high standard.
• Monitor outstanding jobs, callbacks and operational issues.
• Ensure resources, vehicles, equipment and materials are managed effectively.
• Lead recruitment, onboarding and staff development.
• Maintain excellent customer service standards across departments.
• Identify opportunities to improve margins and recurring revenue.

Skills

Operations management

Leadership

Team management

KPIs / analytics

Communication

Problem solving

Decision making

Commercial awareness

Engineering team oversight

Job description

Rapid Response Heating is an established, growing plumbing and heating company providing boiler installations, servicing, repairs, plumbing and heating maintenance, and domestic HomeCare plans.

We pride ourselves on delivering excellent customer service, honest advice and high-quality workmanship. With ambitious plans for growth, particularly within our HomeCare and service plan division, we are looking for an experienced Operations Manager to join our team and help take the business to the next level.

This is an exciting opportunity for someone who wants to make a real difference in a growing business, take ownership of operations and play a key role in shaping the company's future.

The Role

About Rapid Response Heating

Rapid Response Heating is an established, growing plumbing and heating company providing boiler installations, servicing, repairs, plumbing and heating maintenance, and domestic HomeCare plans.

We pride ourselves on delivering excellent customer service, honest advice and high-quality workmanship. With ambitious plans for growth, particularly within our HomeCare and service plan division, we are looking for an experienced Operations Manager to join our team and help take the business to the next level.

This is an exciting opportunity for someone who wants to make a real difference in a growing business, take ownership of operations and play a key role in shaping the company's future.

The Role

We are looking for a hands-on, commercially minded Operations Manager to take responsibility for the day-to-day running of the business.

You will oversee our engineers, office and administration team, ensuring jobs are completed efficiently, customers receive an excellent service and the business operates profitably.

Working closely with the company directors, you will be responsible for improving processes, managing performance, developing the team and ensuring the business is operating as efficiently as possible.

We are looking for someone who doesn't just manage problems but actively looks for ways to improve the business.

Key Responsibilities

Day-to-Day Operations

• Oversee the daily running of the business and ensure smooth operational performance.
• Manage daily workloads, engineer schedules and job allocation.
• Ensure engineers are productive, efficient and completing work to a high standard.
• Monitor outstanding jobs, callbacks, missed appointments and operational issues.
• Ensure resources, vehicles, equipment and materials are managed effectively.

Team Management

• Manage and motivate the engineering, office and administration teams.
• Set clear expectations, responsibilities and performance targets.
• Conduct regular team meetings and performance reviews.
• Support recruitment, onboarding and staff development.
• Address performance issues and ensure accountability across the team.

Customer Service

• Maintain excellent customer service standards across all departments.
• Oversee customer complaints and ensure issues are resolved quickly and professionally.
• Monitor customer feedback, reviews and overall satisfaction.
• Identify opportunities to improve the customer journey and customer retention.

Commercial Performance

• Monitor operational costs, labour efficiency and overall profitability.
• Identify areas where the business can improve margins and reduce unnecessary expenditure.
• Monitor key performance indicators (KPIs) and report performance to directors.
• Ensure jobs are completed within agreed budgets and pricing structures.
• Work with the team to maximise additional sales opportunities.

HomeCare & Business Growth

• Support the continued growth of our HomeCare service plan division.
• Improve service plan administration, renewals, retention and customer experience.
• Develop systems and processes that allow the business to scale.
• Identify opportunities to increase efficiency and recurring revenue.
• Help implement new strategies and operational improvements.

What We Are Looking For

• Previous experience in an Operations Manager or Senior Management role.
• Experience within plumbing, heating, HVAC, facilities management or a similar service-based industry would be highly advantageous.
• Strong leadership and people management skills.
• Excellent organisational and problem‑solving abilities.
• Commercial awareness and an understanding of business profitability.
• Experience managing engineers, field‑based teams or service operations.
• Confident using business management software and monitoring KPIs.
• Excellent communication and customer service skills.
• A proactive approach with the ability to make decisions and take ownership.

Most importantly, we want someone who is organised, driven, commercially aware and capable of taking responsibility.

What We Offer

• Competitive salary of £40,000 – £55,000 depending on experience.
• Opportunity to play a key role in a growing business.
• A position with genuine responsibility and autonomy.
• Direct involvement in business development and future strategy.
• Supportive working environment within an ambitious family‑run business.
• Opportunity for career progression as the company continues to expand.

Why Join Rapid Response Heating?

We are an ambitious business with big plans for the future. We have built a strong reputation locally and are now focused on developing our operations, growing our HomeCare customer base and building a business that can continue to expand.

We are looking for someone who wants to be part of that journey, take ownership and help us build something bigger.

• If you are an experienced manager who enjoys making things happen, improving businesses and leading teams, we would love to hear from you.