Operations & Client Success Manager

Step 1: Set the Stage
Imagine a world where weekends belong entirely to families, not to domestic chores. Where exhausted professionals cross their thresholds into pristine sanctuaries, leaving the crushing mental load at the door. We are building that exact reality for every home in North Leeds.
Step 2: Team and Mission
You will work directly alongside our Founder at Prime Home Cleaning Ltd. You will join a mission to alleviate the severe pressures of modern life for dual-income households. Your daily impact will be measured in relationship harmony restored, cognitive decompression delivered, and weekends successfully handed back to our clients.
Step 3: Culture and Work Ethos
We operate with absolute integrity and zero hidden agendas. We protect our clients' sanctuaries with uncompromising vetting and relentless operational precision. We treat every single clean as a critical mission to restore peace of mind.
Step 4: Candidate Challenge
Do not apply if you are a mercenary simply looking to clock in and collect a paycheck. We are hunting for a true Patriot who is fiercely protective of our 5.0-star reputation and obsessed with flawless execution. Continue reading only if inside you are screaming, "HELL YEAH!"
Step 5: Role Description
a. ROLE TITLE: Operations & Client Success Manager
b. Role Summary:
You will be the operational engine and the absolute frontline of our brand. You will seamlessly merge inbound sales, empathetic customer service, and daily scheduling to ensure our "Safe Hands" promise is never compromised.
c. Mission Alignment:
You propel our mission by converting overwhelmed, skeptical prospects into relieved clients, and by ensuring our housekeeping fleet runs with pinpoint, reliable precision across West Yorkshire.
d. Role Highlights:

• Transforming exhausted prospects into loyal clients by clearly selling the value of our flat-rate "weekend reclamation" packages.
• Masterminding the Jobber scheduling board to ensure flawless daily routing and zero missed cleans.
• Acting as the empathetic, zero-judgement voice of the business when managing client enquiries and acute "mess shame" anxieties.
• Proactively driving our 48-Hour Satisfaction Guarantee, turning potential service corrections into 5-star loyalty.
• Managing the daily support and operational deployment of our strictly vetted primary housekeepers.
• Building bulletproof back-office systems that scale effortlessly with our rapid, intent-driven growth.

Step 6: Candidate Attributes

• Extreme Accountability: You own outcomes entirely. If a schedule breaks or a client is unhappy, you fix it before placing blame.
• Deep Empathy: You listen to the invisible "mental load" our clients carry and respond with total validation and zero judgement.
• Operational Precision: You treat the CRM and scheduling boards as sacred. You do not let small details slip through the cracks.
• Resourcefulness: You solve daily operational fires independently. You find the path when the standard route is blocked.
• Commercial Astuteness: You confidently communicate the value of a £127 flat-rate clean over a £14/hr cash worker without being aggressive.
• Resilience: You maintain a calm, steady demeanour when handling urgent client requests or sudden housekeeper absences.
• Absolute Integrity: You fiercely uphold our stringent vetting and security standards because you understand we are trading in trust.
• Speed: You respond to inbound quote requests and operational bottlenecks with extreme urgency.
• Immaculate Organisation: You naturally systematise chaos. You build structure where others see overwhelm.
• Clear Communication: You write and speak in crisp, reassuring British English, ensuring expectations are set perfectly.
• Radical Humility: You are entirely devoid of ego. You will do whatever dirty work is required to support the team.
• Infectious Drive: You are hungry to grow a 5-star local empire. You view our standard as the baseline, not the finish line.