Frankie Oatway
Worcester Park
Summary
Accomplished professional with expertise in stakeholder management, high-value project management, and contracts development. Demonstrates exceptional negotiation skills and exemplary verbal and written communication abilities. Proficient in budget analysis, coordination, and customer-focused strategies, with comprehensive knowledge of gas safety legislation and qualifications in renewable technologies and gas safety. Committed to delivering innovative solutions while ensuring compliance with industry standards.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Operations manager
Polkadot plumbers
Battersea, London
09.2024 - Current
- Directed restructuring to enhance processes at Polkadot Plumbers
- Renewed and streamlined business processes, implementing cost-effective solutions to drive operational improvement.
- Organized and redefined internal structure, ensuring clear roles and responsibilities across the team.
- Enhanced data handling and documentation practices, improving accessibility and accuracy of company information.
- Reviewed and revamped the onboarding process to improve employee integration and retention.
- Renewed existing client contracts and contributed to the creation of new agreements, ensuring alignment with company goals and industry standards.
- Collaborated with key stakeholders to ensure smooth transition and implementation of strategic changes.
- Facilitated large-scale M&E projects valued at £2 million
- Developed voids and maintenance packages for social housing contracts
- Structured cost saving measures by reviewing supply chain networks. Resulting in reduced costs to the business alongside gaining other benefits such as better borrowing and repayment terms
- Increased profitability by 12% by reviewing invoicing process' on materials ordering and other labour charges to our clients and key accounts
- Facilitated the creation of our contractor network within the business resulting in multiple trades supporting our wider client and project needs. From Electricians, A/C engineers and working at heights workers such as scaffolding companies and abseiling teams
Operations manager - Net zero
Eco approach
Bromley, Kent
03.2024 - 09.2024
- Coordinated national ECO4 programmes for heat pumps, solar PV, and insulation
- Managed vendor relationships to ensure timely delivery of services.
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Established clear budgets and cost controls strategies to meet objectives.
- Controlled resources by department or project and tracked use in multiple CRM platforms and MS365.
- Managed and supported wider support network of contractors such as heating engineers, electricians, builders and scaffolding teams. Dealing directly with fully employed persons and external contracting teams to ensure every project completed on time
Operations manager - Domestic gas install and S&R
Eco approach
Beckenham, Bromley
11.2022 - 09.2024
- Oversaw operations across contracts, supporting high-performing teams for major UK energy clients
- Indirectly managed a team of 50 skilled technical engineers in property services and net zero projects
- Boosted profitability through restructuring internal processes and optimising staff responsibilities
- Directed and energised teams to meet and exceed KPIs
- Managed P&L data to ensure accurate tracking and attainment of budgetary goals
- Managed and assessed overall direction of departmental activities
- Delivered effective training to employees on best practices, policies and procedures
- Enhanced business strategy and productivity through monitoring and reviewing operational performance
- Evaluated KPIs and devised strategies to address performance bottlenecks and operational constraints
- Acted as primary corporate representative, engaging with stakeholders to drive operational excellence and growth
- Monitored staff absences and concerns, boosting team development through tailored training initiatives
- Delivered in-depth safety investigations while addressing accidents, reported issues and potential hazards
Operations manager
British Gas
London
11.2017 - 11.2022
- Analysed customer feedback to develop processes and enhance service quality.
- Presented KPI reports, outlining achievements and improvement pathways.
- Logged incidents and carried out root cause analysis to prevent future service desk disruptions.
- Developed informative resources to help teams promote and market current products and services.
- Built and nurtured customer relationships to improve retention figures.
- Increased customer satisfaction and loyalty through targeted retention schemes.
- Monitored team performance to celebrate successes and highlight improvement possibilities.
- Handled escalated complaints professionally, finding positive solutions to maintain customer satisfaction.
Installation engineer
British Gas
London
01.2008 - 11.2017
- Carried out various system installations from standard boiler replacements to full system installations
- Carried out rigorous testing post-installation, ensuring optimal performance levels were achieved at all times.
- Delivered top quality service to clients by performing regular maintenance checks on installed systems.
- Assisted in designing new installation plans to meet specific business requirements of clients.
- Ensured safety standards, minimising workplace accidents by adhering to strict protocols and procedures during installations.
- Maintained clean, tidy working environments for best possible safety practices and optimised staff wellbeing.
- Recorded activity to maintain proper documentation.
- Handled customer queries professionally; delivered satisfactory resolutions promptly.
- Solved complex technical issues, contributing to improved performance and reliability of client's systems.
- Collaborated with other departments for streamlined project management, resulting in better coordination and less rework.
Skills
- Competent negotiator
- Exemplary verbal and written communicator
- Stakeholder management
- High-value project management
- Contracts development
- Customer-focused
- Coordination
- Budget analysis
- Comprehensive gas safety legislation knowledge
- Renewable tech qualified
- Gas safe qualified
Certification
CCM1 core gas plus all appliances
ASHP design and installation of low temp systems
Water regulations
Timeline
Operations manager
Polkadot plumbers
09.2024 - Current
Operations manager - Net zero
Eco approach
03.2024 - 09.2024
Operations manager - Domestic gas install and S&R
Eco approach
11.2022 - 09.2024
Operations manager
British Gas
11.2017 - 11.2022
Installation engineer
British Gas
01.2008 - 11.2017