General Manager

Job title: General Manager

Reports to: Operations Director

Responsible for: Technicians/ Sales Surveyors and Managers

Location: Field (covering the Southwest & London)

Job purpose:

To manage the Service and Sales within the region to agreed KPI’s while completing all daily activities to meet required targets and ensure that all routine visits, follow ups and callouts are completed efficiently, effectively, and according to contracted specifications. The General Manager will be required to carry out escalation visits at customer premises with ongoing infestation and carry out contractual and non-contractual quality audit where required. The General Manager will have full responsibility for their region and will need to maintain an adequate number of technicians to ensure all tasks are undertaken, while ensuring costs are being managed. The General Manager will also be required to ensure that the technicians employed within their region, are trained to the company standard, and meet the required industry led milestones. The General Manger will have full accountability for achieving agreed company sales goals and targets within their region utilising all the sales resources made available to them.

Key duties:

Summary of Role

Responsibilities: General Manager

The General manager is responsible for managing the day-to-day operation of a busy pest control region – to include:

· Improve and manage regional performance to improve retention and profitability of contracts.

· Identify and implement opportunities for improvement within own region and wider team.

· Complete customer reviews as required.

· Identify contracts at risk, understanding the reasons why and then ensuring risk is reduced.

· Ensure all contract Quality Audits are undertaking in line with customer expectation.

· Carry out escalation visits to customer premises that have ongoing infestation to devise and implement action plans to resolve pest infestations

· Weekly inspection of all booked in visits to ensure work schedule is maintained and ensures effective technician route planning.

· Investigate and resolve customer complaints and complete appropriate documentation. · Drive sales opportunities via self-sold or lead submission

· Mentor and develop Service Managers.

· Regularly monitor and measure workloads and allocate this evenly/fairly across technicians within team.

Summary of Role Responsibilities:

· Performance Management Determine and monitor the provision of competent staff to secure quality of Service to Inc.

· Recruit and select technicians.

· Monitor the performance, conduct, and identify development needs of the team through appraisals and performance reviews

· Support as required the production of training plans and monitor the provision of training and development of the team to RSPH levels.

· Ensure the team undertake and complete eLearning training modules as required by the business · Manage absence in the team including holiday, sickness, other leave

· Apply disciplinary policies and procedures where appropriate

· Apply consistently all company policies and procedures in the management of team.

Summary of Role Responsibilities:

The General manager is accountable for the day-to-day management of the sales.

To include:

· Check all sales reports are submitted in compliance with client requirements, are profitably priced, are technically correct and show maximum benefits for the client and progress through the company procedures.

· Investigate and resolve customer sales complaints and complete appropriate documentation.

· Provide individual field support and training programmes for future new sales staff within the region.

· Any other “ad hoc” duties as required by the business.

· Key Performance Indicators

Service

· State of Service SOS

· Calls per day

· Revenue per tech per day

· Internal and External QA Audits Key Performance Indicators – Sales

· Budgeted contract sales targets

· Budgeted Job sales targets

· Profitability/Margin Health and Safety Responsibilities:

· Promote our Home Safe Everyday philosophy by ensuring compliance within region to company H&S policies and Procedures.

· Always ensure compliance with Group and company policies and procedures

· Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.

· Promote the use of all work equipment and personal PPE properly and in accordance with training received.

· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system. This is not an exhaustive list, and the job holder will be expected to become involved in a range of activities to enable the Company to succeed.

PERSON SPECIFICATION

Qualifications, skills and experience. · RSPH Advanced Qualified – with previous industry experience · Competent written & verbal communication Skills · Some experience of strategic and analytic planning · IT competent Desirable: · Minimum 1 year’s line Management Experience, managing remote teams of 10+ colleagues · IOSH managing Safely