Job Description
Job Title: Operations Manager - Insurance
Location: Peterborough - Office Based
Salary: £60k to £70k per annum DOE + Annual Bonus 10%
Job type: Full Time, Permanent
Hours of Work: Mon to Fri 8am to 5pm
Welcome to Westone, specialists in property refurbishment and developments. Our long serving, experienced staff enable us to ensure the best of workmanship completed on every job. Based in Peterborough, Westone are able to cover the entire East Anglia and further regions when needed.
About the Role:
this role is central to the delivery and growth of our public sector division. You'll lead a project delivery team of project managers, SHEQ's & Trades. Acting as the senior point of contact for clients, and be responsible for driving performance, profitability, and compliance across your team's projects. You'll be expected to manage both day-to-day delivery and contribute to wider strategic planning. Working closely with the Operations Director, your focus will include client relationship management, mentoring your team, improving margins, and ensuring all systems are updated and processes are being followed correctly, aligning with client & company ethos. Please note that this is an office based role in Peterborough and therefore candidates must live within a commutable distance to be considered.
Key Responsibilities:
- Client Management: Act as the main point of contact for client escalations and service concerns. Lead client performance meetings - highlighting success, resolving issues, and identifying new service opportunities. Understand and uphold each client's ethos, processes, and approval requirements. Help shape and expand client coverage by promoting the company's capability and delivering consistently high service.
- Team Leadership: Support Project Managers with all projects - improving scoping, assisting with contractor disputes, policyholder issues, and claim-specific challenges. Mentor the team on building techniques, regulatory compliance, contractor resourcing and management and client expectations. Manage recruitment, onboarding, and training of new staff. Oversee training needs and maintain an up-to-date training matrix for all team members. Handle underperformance and manage disciplinary processes when required. Head annual performance reviews with the support of the Operations Director.
- Operational Oversight: Ensure company processes are followed across project delivery, documentation, and system use (e.g. (url removed) & client portals). Carry out system and file audits, highlighting gaps and ensuring corrective actions are taken. Chair WIP meetings with your team, driving actions and accountability. Provide support on updating client portals and ensure all required updates are completed on time. Help issue work packages to trades and ensure correct documentation is in place such as WO's & written agreements. Sign off job closures including final account reconciliation and invoice readiness. Chase outstanding queries that impact invoicing and cash flow. Attend site visits where needed to support Project Managers with compliance or operational challenges such as contractor or policy holder disputes.
- Financial & Commercial: Monitor and drive gross profit (GP) performance across your team. Identify opportunities to improve job values and margins in line with client expectations. Work with the Operations Director to identify growth opportunities and support strategic initiatives.
- Health, Safety & Quality: Support and enforce compliance with H&S regulations and SHEQ procedures. Ensure Project Managers and trades are following SHEQ requirements on all sites. Promote a culture of safety, professionalism, and accountability across your team.
About you
The Ideal Candidate Will:
- Have strong experience managing insurance-based building repairs or restoration work
- Be confident representing the business in front of clients and stakeholders
- Lead from the front, with strong communication, organisational, and leadership skills
- Understand the commercial drivers behind project profitability
- Be comfortable handling people issues and coaching others to improve
- Have working knowledge of health & safety, construction methods, and insurance protocols
What We Offer
- Competitive salary of £60k to £70k per annum DOE + Annual Bonus 10%
- 28 Days incl. BH (holiday increases in years 3 and 4 of continuous employment)
- Electric company car (Following a successful probation)
- Free on site parking
Candidates with the experience or relevant job titles of; Insurance Operations Manager, General Manager, Operations Manager, Insurance Operations Supervisor, Ops Manager, Building Repairs Operations Manager, Restoration Operations Manager may also be considered for this role
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