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Overview
As our Operations Director, you'll be the strategic leader responsible for overseeing all aspects of service delivery and customer experience. You'll work closely with internal teams and clients to ensure our services are delivered with precision, care, and excellence.
This is a high-impact role where your leadership will shape the future of our operations and elevate the experience for every customer and team member.
Key Responsibilities:
* Lead the delivery of Audit, Fire, Customer Service, Scheduling, and Operations services - on time, in full, and to the highest standards.
* Develop and implement operational strategies aligned with company goals.
* Champion quality and consistency across all service areas.
* Build strong relationships with internal and external stakeholders.
* Use data and feedback to drive continuous improvement and innovation.
* Lead, manage, and develop a high-performing team, fostering a culture of accountability and growth.
* Collaborate with Sales, Product, and Account Management to enhance client engagement.
* Ensure a safe, supportive, and high-performing work environment.
* Represent the service delivery team in internal meetings and report on KPIs.
* Investigate and resolve complaints, implementing corrective actions to prevent recurrence.
What You'll Bring:
* Strategic Vision & Planning
Ability to develop and execute long-term operational strategies that align with business goals and market trends.
* Leadership & People Management
Proven experience leading diverse teams, fostering a high-performance culture, and mentoring future leaders.
* Customer-Centric Mindset
A deep commitment to delivering exceptional customer experiences and continuously improving service quality.
* Operational Excellence
Expertise in process improvement, resource optimization, and driving efficiency across complex service delivery functions.
* Data-Driven Decision Making
Strong analytical skills with the ability to interpret operational metrics and financial data to inform strategy and performance.
* Change Management
Experience leading teams through transformation, scaling operations, and adapting to evolving business needs.
* Technological Proficiency
Familiarity with operational tools, CRM systems, and digital platforms that enhance service delivery and team collaboration.
* Financial Acumen
Understanding of budgeting, forecasting, and cost control to ensure sustainable growth and profitability.
* Collaboration & Communication
Excellent interpersonal skills with the ability to influence stakeholders, communicate clearly, and build cross-functional partnerships.
Benefits include:
* 33 days' holiday (incl. Bank Holidays) plus the option to purchase 5 extra days per year
* Flexible working options incl flexitime and remote working
* 5% employer pension contribution
* Wellbeing support - Eye care vouchers, Cycle to Work, Employee Assistance Programs
* Various discounts across high street brands through trusted partners
* Enhanced Maternity and Paternity Leave
* Access to relevant professional memberships
* Health Cash Plan
* Financial support options
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