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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