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AT CIRCET, WE BRING PEOPLE TOGETHER TO MAKE GREAT THINGS HAPPEN.
CONTRACT TYPE: PERMANENT
LOCATION: STEVENAGE or SELKIRK
HOURS:
WORKING WITH CIRCET
Circet Ireland & UK have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure, and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our client’s expectations while adapting to their changing requirements. With over 4500 employees across Ireland & UK, we continue to bring people together to make this happen.
THE ROLE
The Senior Operations Manager role is key to determining how we deliver services to our clients and meet our internal KPIs. This position has become available due to a promotion into another Circet Division. Reporting to the Operations Director, it has 2 direct reports of Operations Managers and supports approximately 600 engineers nationwide (UK and NI).
Circet's In-Home division delivers and optimizes customer in-home setups—bandwidth and speed. Customer focus is key to our success, and our NPS scores are a vital metric for measuring our performance.
The role involves establishing standards and processes for delivery, defining roles and responsibilities to meet KPIs, managing the operational team to address performance issues, and maximizing performance while minimizing costs. We serve 4-5 main clients and numerous smaller clients, requiring our operation roles to be dynamic and collaborative with internal and external stakeholders.
KEY DUTIES AND RESPONSIBILITIES
1. Lead and develop the Field teams, implementing a robust structure to support engineers, client requirements, and internal stakeholders.
2. Ensure well-defined processes and policies to ensure consistency across regions.
3. Ensure adequate resources, including skills, equipment, and vehicles, to meet commitments.
4. Collaborate with the Training Department on team capability development.
5. Coordinate with the Contact Centre team to integrate agents into performance metrics.
6. Monitor customer service levels, work quality, and complaint trends.
7. Audit equipment stock, tooling, and damages; take corrective actions.
8. Review incentive schemes to promote desired behaviors among field teams.
9. Engage with stakeholders such as Client Management, Service Centre, Capacity Planning, Finance, HR, and Warehouse.
10. Drive continuous improvement in service offerings to stay ahead of industry trends.
11. Monitor escalations and complaints, implementing remedial actions as needed.
12. Develop communication plans to ensure effective information flow at all levels.
13. Work with H&S teams to monitor safety and quality in the field, aiming for best-in-class standards.
14. Manage risks and budgets, ensuring compliance with forecasts and financial targets.
15. Provide weekly reports with actionable insights for improvement.
QUALIFICATIONS, KNOWLEDGE, AND SKILLS REQUIRED
* Higher Education preferred.
* At least 3 years of people management experience, managing large, geographically dispersed teams.
* Proven results-driven performance in previous roles.
* Ability to add value, foster inclusivity, leverage team strengths, and motivate others as a leader.
* Effective communicator, capable of defining goals, strategizing, gaining buy-in, and analyzing results.
WHY WORK IN CIRCET?
* Be part of a company that values involvement, diversity, and inclusion.
* Join a company that nurtures excellence and develops future leaders.
* Enjoy personal development opportunities, including further education, mentoring, and career pathways.
* Contribute to a company committed to Corporate Social Responsibility.
* Competitive salary and benefits, including 28 days of annual leave (including bank holidays), life assurance, Employee Assistance Programmes, and career development opportunities.
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