Salary: £50,000 - £55,000 per annum
Benefits: 25 days holiday, company pension scheme, sage benefits, death-in-service, buy additional holiday scheme
Disclaimer: Applicant must have the right to work in the UK, no sponsorship available.
CTS provides innovative device-as-a-service solutions, helping organisations simplify technology procurement and management. Our approach combines flexibility, sustainability, and cost-effectiveness, making us a trusted partner for education and enterprise customers across Europe. This is an exciting time to join us - the market is evolving fast, and we need a Repair Centre Operations Manager to help take the next steps
The Repair Centre Operations Manager is responsible for the end-to-end day-to-day operational performance of the repair centre and associated service operations. The role ensures that device repairs, customer service, and operational workflows run efficiently, reliably, and in line with agreed SLAs and quality standards. The role translates strategic direction into practical, hands-on execution, combining strong leadership, technical oversight, process control, and continuous improvement. This role works alongside and in collaboration with the Logistics Lead.
We are seeking a proactive, pragmatic hands-on leader with a practical, results-driven approach. You will enjoy managing from within the team, rolling up your sleeves when needed, and maintaining a clear operational overview. The role involves building and leading a team, overseeing processes implemented by Group, tracking tickets and SLAs, and ensuring consistent performance and quality. You will be confident in motivating others while holding individuals and the wider team accountable for delivery and standards.
Key Tasks and Responsibilities:
1. Repair Centre & Daily Operational Management
Own daily operational performance across the repair centre and service teams.
Plan and control workload, capacity, staffing levels and workflow distribution.
Ensure timely intake, diagnosis, repair, quality assurance and handover for dispatch.
Actively manage backlogs, priorities and recovery actions where SLAs are at risk.
Resolve operational issues and bottlenecks quickly and decisively.
2. Technical Oversight & Quality Control
Set and enforce repair and service quality standards.
Implement and maintain quality control checkpoints to reduce rework and repeat repairs.
Act as escalation point for complex diagnostics, repeat failures and high-impact cases.
Ensure consistent repair methodologies and adherence to SOPs.
3. KPI, Performance & Reporting
Track and manage KPIs including turnaround time, first-time fix rate, repair volumes and
backlog.
Analyse operational data to identify trends, root causes and improvement actions.
Provide clear reporting and updates to senior leadership.
4. Parts & Inventory Management (Repair Enablement)
Ensure availability of critical and high-demand parts to meet repair SLAs.
Maintain inventory accuracy and control wastage and cost leakage.
Work with suppliers and internal stakeholders to ensure supply continuity.
5. Leadership & Team Development
Provide visible, hands-on leadership on the workshop floor.
Coach, develop and performance-manage engineers and team leads.
Conduct regular briefings, one-to-ones and performance reviews.
Build a high-performance culture focused on quality, pace and accountability.
6. Customer Service & Escalation
Ensure customer service teams meet response and resolution SLAs.
Act as final escalation point for complex or high-value customer issues.
Translate customer feedback into operational and quality improvements.
7. Cross-Functional Collaboration
Work closely with Sales, Finance, HR and IT to ensure end-to-end alignment.
Align operational planning with commercial demand and commitments.
Work alongside the Logistics Lead to align dispatch priorities, backlog management and exception handling.
8. Compliance, Risk & Governance
Ensure compliance with Health & Safety regulations.
Maintain environmental compliance including WEEE.
Enforce GDPR-compliant device and data handling procedures.
Competencies & Skills
Strong hands-on operational leadership.
Practical problem-solving with a focus on execution.
Excellent communication and stakeholder management.
Process optimisation and continuous improvement mindset
Experience & Qualifications
3-5 years experience in a repair, service or technical operations environment.
A minimum of two years in a supervisory or management role.
Experience managing SLAs, KPIs and workflow planning.
HNC/HND, Degree or relevant industry certifications desirable
Attributes:
High integrity; calm under pressure; coachingled; datadriven; collaborative, with a visible leadership presence and a commitment to CTS values and growth ambitions
Demonstrates emotional intelligence and empathy, fostering an inclusive and supportive team environment.
Champions diversity, equity, and inclusion, ensuring all voices are heard and valued.
Acts as a role model for company values, setting the tone for professionalism and integrity.
Builds strong relationships across teams and functions, encouraging open communication and collaboration.
Proactively recognises and celebrates team achievements, promoting a culture of appreciation and continuous improvement.
Skilled at managing change and supporting teams through periods of transition and growth.
What We Offer:
Clear career progression path with opportunities for growth within the company.
A positive, dynamic and collaborative work environment.
Due to the nature of this role involving visiting education establishments successful applicants are required to provide an enhanced DBS disclosure. Disclosure expense will be met by CTS.
At CTS we are committed to safeguarding and protection of children in our work. We will do everything possible to ensure that only those who are suitable to work with children are recruited to work with us. This post is subject to a range of vetting checks, including a criminal record disclosure.