Location: Dover (hybrid) Contract: Maternity Cover until 31 December 2026 Salary: £38,548 Closing Date: 3 November 2025 The role Part of the Operations team, the Operations Services Manager is a supportive and proactive role at Clear Voice. You will provide support to the Head of Operations and leading on delivering exceptional customer service to our clients. The Operations Services Manager is responsible for overseeing the day-to-day operations of the company's client services team. You will also be responsible for monitoring and analysing performance metrics to identify areas for improvement and implementing strategies to increase productivity and efficiency within the team. If you have strong leadership experience with excellent communication skills, and are looking for an exciting role that makes a difference, we’d love to hear from you! Role responsibilities Managing day-to-day operational activities within the team to a high standard and with a professional approach, while following all relevant procedures Ensuring the continuous development of your role and team Attending meetings with key partners and stakeholders as required by the organization Supporting the Head of Operations with administrative requirements for contracts and services, including responding to complaints, conducting risk assessments, and attending contract/stakeholder/sector meetings. Ensuring Clear Voice policies and operating procedures are followed at all times. Line managing and performance managing the staff team, including completing annual Supervision and Appraisal (SAA) processes in line with organizational guidance and timescales and ensuring all staff development requirements are met within agreed timescales Collaborating with other Operations Service Managers to manage service capacity, including but not limited to staff schedules, rotas, workload allocation and delegating work appropriately. Ensuring effective delivery of service and in line with contractual requirements Motivating the team to work effectively and to a high standard, inspiring a positive attitude towards client service and continuous improvement Facilitating team meetings, including regular briefings to ensure team members are up to date on matters that affect the delivery of service such as policy and legislation changes. Compiling reports and statistical information as required Building and maintaining positive relationships with clients, delivering exceptional customer service skills at all times. Regularly processing month-end usage backing data for clients and interpreters and finance reports within set timeframes Successfully managing large clients' contracts, including meeting any contractual obligations, setting up processes to ensure clients' needs are met, and delivering services promptly Ensuring that all databases and systems are used securely and effectively in maintaining client, interpreter, and operational records. Ensuring that recruitment, selection, and induction of freelance interpreters is robust and meets the language needs of clients. Dealing with minor complaints, being able to follow established procedures through to satisfactory resolutions for all parties involved. Continuously reviewing and monitoring operational processes and procedures to meet service demand. The experience and skills you need Experience in a call centre type environment, with fast paced working and quick deliverables Demonstrable experience of driving improvements and efficiencies. Demonstrable ability to deliver a high-quality, professional customer offer Ability to build good relationships internally and externally Effective prioritising and organisational skills with meticulous attention to detail For full person specification please see the job description Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore: This post is subject to a Disclosure and Barring Service (DBS) check therefore applicants must: Be able to provide documents to show their right to work in the UK (such as Passport, work visa, settled status document, certificate of registration, naturalisation as a British citizen, Biometric Residence Permit etc.) Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment About Clear Voice Clear Voice Interpreting Services is a language services provider and award-winning social enterprise that delivers instant telephone interpreting, face to face appointments and written translations to businesses and charities across the UK. We have a wide range of clients and a strong reputation in the asylum and refugee support sector. All of our profits go back to our parent charity Migrant Help to support asylum seekers and victims of trafficking. About Migrant Help Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential. We foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation, as long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity. These are some of the benefits we offer Our working week is 35 hours per week offering flexibility and work life balance Enhanced family friendly provisions E mployees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata). Option to buy or sell up to 5 days of annual leave Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions. Wellbeing support. Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme. How to apply To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter. Selection Criteria Y our application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply. We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job Please note this vacancy may close early depending on applications received As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation and Excellence. Migrant Help is proud to be an equal opportunities employer.