Are you our next Assistant Head of Operations?

13 February, 2024

Are you our next Assistant Head of Operations?

To support our growing Operations Team and customer base, we are looking for an Assistant Head of Operations to help us take the next step in our development and growth and help us maintain our level of support and service to our customers.

Exciting Opportunity – Assistant Head of Operations

To support our growing Operations Team and customer base, we are looking for an Assistant Head of Operations to help us take the next step in our development and growth and help us maintain our level of support and service to our customers. The Assistant Head of Operations will support the Head of Operations and the entire operations team, ensuring that they are properly cared for and supported, and to ensure the satisfaction of our customers.

Job Title: Assistant Head of Operations

Salary: £50k – £55k per annum

Hours: Full Time

Responsible To: Head of Operations

About SalamanderSoft

SalamanderSoft currently consists of 35 employees, 22 of whom are operations/support staff, with 4 more support consultants due to start in February 2024. We are a growing company that has tripled in size over the past few years. Our ethos is to provide excellent service to our customers and to be the best at what we do. This is reflected in the fact that most our sales are via word of mouth/recommendations – we do not yet have a sales team and are still growing strongly.

All our roles are remote working, so you will be working from home. As a UK based company, we are looking for a candidate who resides in the UK. It is expected that the Assistant Head of Operations will have a technical background and have experience working with technical teams and solutions.

We have a great reputation with our customers and are looking to grow the team that supports them and continue to improve where we can.

The Operations Team

The Operations team has the responsibility of planning, implementing, maintaining, and supporting our product solutions for all our customers. Additionally, the team are responsible for sales and marketing, enabling a comprehensive approach to promoting and delivering our product.

The team is currently managed in 3 workstreams each led by a Coordinator and an Assistant Coordinator(s), and each workstream has several consultants.

Support

The team working on support handle all the customer support for our customers, often managing over 100 tickets a day working directly with our customers to configure installations to their needs. The team use an online ticketing system and remote access solutions (both proprietary and 3rd party) for remotely managing customers installations. As well as the Support coordinator and 2 Assistant Support coordinators, there are currently 12 Support Consultants with 4 more joining in February 2024.

SalamanderSoft at Bett Show 2024
SalamanderSoft at Bett Show 2024


Installations

The team working on installations provide all the installations for our individual school customers, support them from receipt of order through the installation process to the point of hand over to support following a successfully completed installation. As well as the Installations coordinator and Assistant Installations coordinator, there are currently 2 Installation Consultants.


Projects   

The projects team complete installations for Multi Academy Trust customers along with any special requests. As well as the Projects coordinator and Assistant Projects coordinator, there is currently 1 Projects Consultant.

Assistant Head of Operations (Requirements)

Who we are looking for:

The Assistant Head of Operations will work with the Head of Operations to coordinate the day-to-day operational function of the company, ensuring that installations, support, and projects are suitably managed, resourced appropriately, and delivered both in a timely manner and to the high standard our customers and team have come to expect.

The Head of Operations will act as the line manager for the entire operations team; however, the Assistant Head of Operations role will need to contribute greatly to any pastoral duties as needed.

Attitude will be key, and we’ll be looking for someone who:

  • has a drive and passion for what they do.
  • uses their initiative and gets things done.
  • is self-motivated and able to motivate their team.
  • is comfortable working with customers and aims to deliver over their expectations.
  • has enthusiasm and interest in technology.
  • can support technical teams.
  • wants to be the best that they can be and strives for excellence.
  • can work independently and remotely.
  • has a hunger to learn new skills.

As this is a remote role you will need a suitable area for working in your home, a broadband connection and probably a kettle.

This is very much a people-focussed role, and regular contact with the team via Phone/Video call and the like will be essential.

With technology being such a fast-moving field, we would expect you to have a thirst for knowledge and be keen to improve your skills, with a proven track record of doing so.

We're hiring Assistant Head of Operations

What you will be doing

  • Support the Head of Operations in overseeing and optimising the work undertaken by the operations team.
  • Develop and implement operational policies and strategies to ensure the continued delivery of excellent service and products.
  • Ensure the operations team has the appropriate tools and hardware to complete their roles effectively.
  • Ensure that the operations team has the relevant training and knowledge to effectively develop and maintain all products and solutions offered by the company.
  • Work with the Head of Operations and Operations team coordinators to ensure that new team members have suitable mentoring and induction during and following initial induction.
  • Ensure that the operations team have suitable opportunities and support for their continued CPD.
  • Assist the Head of Operations in managing performance, including ensuring conduct and communications are in line with the company’s ethos, and contribute to any other pastoral duties as needed.
  • Assist the Head of Operations in the documentation and implementation of procedures and processes.
  • Support in preparing and facilitating leadership meetings with the team to ensure effective communication and coordination.
  • Work closely with the Product team to help guide the research and development of new and existing products, providing data and insights from within the Operations team.
  • Work with the Head of Development and Head of Product to ensure effective communication between departments.
  • Assist the Head of Operations in developing, implementing, and documenting the Sales and Marketing Strategy.
  • Assist the Head of Operations in planning and maintaining operational budgets.
  • Assist the Head of Operations in developing, implementing, and documenting a robust ‘values led’ recruitment process.
  • Work with the Development and Product teams to manage requests for new features and functionality and new tools to support the teams’ function, to minimise the occurrence of common issues and improve the efficiency of the team.

As a fully remote-based company since its founding in 2007, our work is conducted predominately from our own homes, although some travel and hotel stay may be needed to allow us to meet as a team and best support our customers.

What we will do for you

  • We will offer a competitive salary, dependent on experience, together with pension contributions.
  • You’ll be able to make your mark in a growing business and advance your career.
  • We’ll provide 5 weeks paid holiday per year plus bank holidays.
  • You’ll have the opportunity for flexibility in your working hours.
  • We’ll support you in improving your current skills and work with you to develop new ones.

Next steps

If you are interested in joining our team, please visit our vacancy portal with anything you want to support your application. Links to social media and community involvement would be great as well. Noting where you saw the ad would be helpful to us.

The closing date for applications is midnight on Sunday 3rd March.

First interviews are expected to be conducted via a Teams call w/c Monday 4th March.

Courtney Farrow

Written by Courtney Farrow

Marketing and Social media

Courtney supports SalamanderSoft in creating engaging online content for the company website and social media channels. She has over ten years of experience in digital content creation and her company Bloom Creative specialises in helping software and tech brands attract, convert and retain customers.

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