Operations & Parts Team Manager (Contact Centre Logistics)
Weston-super-Mare (On-site)
£28,789 - £35,000 (DOE)
Permanent, Full-time
About the Organisation
This is an opportunity to join a well-established national organisation operating within the specialist services, repairs and aftercare sector. The business partners with leading retailers, insurers and commercial clients to deliver end-to-end customer support and operational solutions that sit at the heart of the customer journey.
With a strong reputation for service delivery, operational excellence and continuous improvement, the organisation relies on a high-performing logistics, scheduling and coordination function to ensure customer jobs are progressed efficiently from start to finish. Data, insight and people leadership play a central role in driving performance and improving customer outcomes.
The Role
As an Operations & Parts Team Manager, you will lead a busy contact centre-based operational team responsible for managing parts coordination, Work in Progress (WIP), supplier activity and job progression.
This is a hands-on leadership role that combines people management with strong operational oversight, data-led decision making and continuous improvement. You will be responsible for ensuring smooth workflow, reducing delays, improving efficiency and maintaining high levels of service delivery.
You will also play a key role in shaping team culture, driving engagement and supporting operational change within a fast-paced and evolving environment.
Key Responsibilities
Lead, coach and develop a high-performing operational team within a contact centre environment
Manage Work in Progress (WIP) to ensure efficient progression and completion of jobs
Use management information (MI), reporting and data analysis to monitor performance and drive improvement
Track and improve productivity, quality, attendance and team engagement
Oversee parts ordering, stock control and supplier coordination
Identify trends, risks and opportunities to improve operational performance and customer outcomes
Support compliance with internal processes and regulatory standards, including FCA requirements
Collaborate with wider operational and commercial teams to ensure a seamless customer journey
Support the implementation of new systems, processes and operational change
Foster a positive, accountable and high-performance team culture
About You
We are looking for someone with strong operational leadership experience who thrives in a fast-paced, data-driven environment.
You will bring:
Proven experience in people management within a contact centre or operational environment
Strong background in WIP management, workflow coordination or job progression
Confidence using MI, reporting and data analysis to drive performance improvements
Experience overseeing stock, parts, suppliers or similar operational/logistics processes
Strong leadership skills with a track record of developing and motivating teams
Excellent organisation, prioritisation and problem-solving skills
Strong communication and stakeholder management ability
Experience working in a fast-paced and/or regulated environment
Strong Microsoft Office / Microsoft 365 skills and confidence using operational systems
A proactive, accountable and customer-focused mindset
What's on Offer
Competitive salary (£28,789 - £35,000 DOE)
Pension scheme
24/7 GP access for you and your household
Retail, cinema and brand discounts
Clear progression and development opportunities
Employee recognition and reward schemes
Mental health and wellbeing support, including trained first aiders
Employee Assistance Programme (counselling, financial and legal support)
Regular engagement activities and social events
Free on-site parking (where applicable) and good transport links
Apply Now
If you are an experienced operational leader with a passion for driving performance, improving processes and leading high-performing teams, we would like to hear from you.
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