Operations and Project Support Manager

Introduction

Potters Home Digital, established in 1913 have been providing home entertainment from the very beginning. We are proud of what we do. We help enhance the lives of our clients through the use of technology. As one of the highly recognised systems integrators in the UK, we design, supply and install audio, television, lighting, data and Wi-Fi networks and other bespoke technology into a fully integrated and easy to use solution. Our projects range from high-end private homes to multidwelling residential developments and commercial settings. Operating primarily in the Southeast, we work with renowned architects, designers and construction professionals.

Our recently launched Smart Home Garden Show Space expands on our core multi-room showroom, both of which hold multiple awards from both UK and internationally bodies and manufacturers.

Job Summary

We are growing our team and are on the lookout for an enthusiastic Operations and Support Manager, this would be an ideal role for an experienced engineer looking to come off the tools, or an AV consultant / project manager looking for a new role. 

The Operations and Project Support Manager at Potters Home Digital plays a crucial role in bridging the gap between the sales team and the installation department. This role involves overseeing the smooth execution of projects from initial sale to completion, ensuring exceptional customer satisfaction. You will be responsible for organising installation dates, managing stock, handling administrative documentation, attending site meetings, and liaising with contractors and clients to ensure successful and profitable project outcomes. This is a new role for the business so an element of process creation and on-going evaluation and refinement will be critical to the evolving role. 

This role will be based from our award winning Kent showroom. 

Responsibilities

Key Responsibilities

• Interface between the sales team and installation department to facilitate project handover. 
• Assist the sales team with technical documentation, CAD drawings, manufacturer technical information requests and assist with technical system design where required. 
• Organise installation dates with clients and coordinate scheduling with the installation team. 
• Manage stock inventory, including ordering and stock allocation to customer accounts. 
• Maintain accurate and up-to-date administrative documentation within CRM systems. 
• Attend site meetings and liaise with contractors on clients’ project sites. 
• Provide project management and communication with clients and contractors. 
• Ensure a seamless customer journey from handover from the sales department to project completion. 
• Work both in-house and attend project job sites as necessary to oversee operations. 
• Assist engineers as required with on-site issues and on occasion provide assistance when extra support is required on site. 
• Ensure adherence to project timelines, budgets, and our quality standards. 
• Proactively identify and address any issues or challenges that may arise during project execution. 
• Drive profitability while maintaining exceptional service levels. 
• Provide regular updates to senior management on project progress and performance. 
• Project profitability reports. 
• Continuously seek opportunities to optimise processes and improve operational efficiency. 
• Identify and pursue upgrade and new equipment sales opportunities. 
• Support general business activities, showroom events and networking opportunities. 

Core Competencies

• Brings a positive attitude, good customer service skills, a stellar work ethic, and a professional appearance to the workplace. 
• Adept at thinking creatively and strategically. 
• Demonstrates effective written, verbal, and interpersonal communication skills. 
• Demonstrates excellent judgment and creative problem-solving skills, including negotiation and conflict resolution. 
• Works independently and as part of a team. 
• Balances competing priorities, complex situations, and tight deadlines. 
• The ability to work well under pressure. 
• Patience and the ability to remain calm in stressful situations. 
• Exhibits strong management and leadership skills. 
• Capable of leading and motivating others. 
• Able to work flexible hours, including occasional evenings and weekends. 
• Can pass a drug screen and background check. 
• Posses a valid driver’s license and has access to a reliable and insured motor vehicle. 
• Able to independently lift items up to 50 pounds. 
• Capable of sitting, standing, and kneeling for extended periods of time. 
• Motivated to learn new technologies and processes. 

Education & Experience

Previous experience in a similar role required.

• Basic understanding of construction phases and roles.
• Previous experience in systems integration preferred.
• Proficiency in MS Office with expertise in Microsoft Outlook, Word, PowerPoint, and Excel required.
• Industry recognised (CEDIA, AVIXA, manufacturer, etc.) credentials preferred.

Job Package

Full time in-house position.

Salary: negotiable based on experience

Contracted hours: Monday to Friday 9:00-5:30

Benefits:

• Company expense and fuel card. 
• Company phone + laptop. 
• Uncapped commission scheme for equipment sales and upgrades. 
• Company pool van for site appointments. 
• Company events. 
• Empowered training and upskilling. 
• Company pension. 
• Cycle to work scheme. 
• Employee discounts. 
• Health & Wellbeing programme.