Deputy Operations Manager Location: Fully Remote Contract: Ongoing Temp to Perm Hours: 32 hours per week Working Pattern: Friday to Monday, 7:00am - 4:00pm Salary: £28,000 per annum (£35,000 FTE) Reports to: Head of Operations We are seeking a highly capable and hands-on Deputy Operations Manager to provide senior operational leadership across weekend service delivery. This is a critical role, acting as the senior operational presence from Friday through to Monday, ensuring continuity, quality, and performance across all operational workflows. This role is ideal for a confident operational leader who enjoys being on the frontline — working alongside the team, handling live operational activity, while also providing leadership, oversight, and decision-making in real time. Proven experience in a in customer service or complaints management environment is essential. Key Responsibilities Work alongside the operations team, supporting day-to-day service delivery across fulfilment, outbound calling, complaints, live chat, and email. Lead by example, maintaining high standards of pace, quality and professionalism. Take full ownership of weekend operational performance. Monitor live workloads and queues to ensure SLAs and KPIs are consistently achieved. Identify emerging risks or issues and take swift corrective action. Act as the senior operational lead during weekend shifts. Provide clear direction, real-time decision-making, and escalation handling. Coach and support team members, addressing performance or conduct concerns as they arise. Ensure all activity complies with internal processes, GDPR and relevant legislation. Stay aligned with changes to systems, policies and client requirements introduced outside working days. Identify operational inefficiencies, risks, and improvement opportunities. Support wider operational objectives and ad-hoc priorities as required. Skills & Knowledge Proven experience in a senior operational or service-led environment Minimum 2 years' experience at senior manager level in customer service or complaints management Strong understanding of SLAs, KPIs and performance management Confident decision-maker, able to work calmly under pressure Highly organised with strong IT skills and confidence using multiple systems Proactive, adaptable, and comfortable working in a fast-paced environment Minimum 2 years' experience working from home A dedicated, distraction-free home working space with own laptop and screens Ability to work independently and stay aligned with weekday operational changes Ability to travel to meetings every 4-6 weeks Occasional weekdays cover for the Head of Operations may be required (paid overtime) Basic DBS check required