Head of Operations & Client Care

About the role

The Head of Operations & Client Care leads the end‑to‑end delivery of installations, maintenance and client journeys for Newport Water, transforming a reactive operation into a proactive, data‑driven engine.

Key responsibilities

• Own the full client journey from sales handover through installation and ongoing field service, ensuring high NPS/CSAT scores.
• Forecast workforce capacity, optimise scheduling and field‑technician utilisation, and implement scorecards and onboarding programmes.
• Standardise SOPs, workflow checks and client touchpoints under “The Newport Way” and create scalable frameworks for regional replication.
• Partner with supply‑chain and warehouse teams to drive demand forecasting, maintain critical stock levels and minimise holding costs.
• Manage the Operations budget, drive cost‑to‑serve visibility and accelerate conversion of won business into revenue‑generating installations.
• Leverage Zoho, Field Service Management tools, dashboards and automation to improve field visibility and establish disciplined performance rhythms.

Required profile

• Bachelor’s degree in Operations Management, Engineering, Business Administration, Supply Chain or equivalent senior experience.
• 6–10+ years of progressive operational leadership, including 3–5 years leading field‑service or route‑based logistics teams.
• Proven track record in budget management, job‑costing, workforce forecasting and scaling operations across markets.
• Strong people‑leadership skills with experience building high‑performance, people‑first cultures.

Required skills

• Hands‑on experience with Zoho CRM/ERP platforms.
• Proficiency in Field Service Management (FSM) tools and automation workflows.