We are looking for an experienced and motivated Operations Manager to lead a busy telecommunications dispatch hub supporting the Openreach network based in our Wembley office.
In this role, you will oversee a team of more than 100 dispatchers responsible for coordinating engineers completing residential fibre and copper installations, repairs, and service appointments.
This is a fast-paced operational leadership role where no two days are the same. You’ll be responsible for ensuring engineers are deployed efficiently, customer commitments are met, operational targets are achieved, and teams remain engaged and high-performing.
The ideal candidate will have strong people management experience, excellent operational awareness, and a background in telecoms, field service, logistics, or workforce management environments.
What You’ll Be Doing:
* Managing the day-to-day running of a large telecommunications dispatch hub
* Leading, coaching, and developing a team of 100+ dispatchers and operational support staff
* Creating a high-performance culture focused on service delivery, accountability, and customer experience
* Supporting Team Leaders and Supervisors to deliver operational targets
* Overseeing the real-time coordination of engineers across fibre and copper installation activity
* Ensuring engineers are effectively allocated to appointments and workloads are balanced efficiently
* Monitoring operational risks, escalations, missed appointments, and jeopardised jobs
* Working closely with field operations and planning teams to maximise productivity and service performance
* Monitoring and improving key operational KPIs, including:
o SLA performance
o Right First Time completion
o Engineer utilisation
o On-time arrivals
o Customer satisfaction
o Repeat visits
* Producing operational reports and identifying opportunities for improvement
* Implementing process improvements to increase efficiency and service quality
* Acting as a key operational contact for internal teams and Openreach stakeholders
* Supporting service escalations and major operational incidents
* Building strong relationships across operational and support functions
What We’re Looking For:
* Previous experience managing large operational, dispatch, or workforce management teams
* Background in telecommunications, utilities, logistics, field service, or contact centre operations
* Experience working in a fast-paced operational environment with live service delivery responsibility
* Strong leadership and people management skills
* Excellent organisational and decision-making ability
* Strong communication and stakeholder management skills
* Comfortable analysing operational data and performance metrics
* Experience supporting fibre and copper network operations on the Openreach network (essential)
* Workforce management or dispatch system experience
What You’ll Get in Return:
We recognise the importance of your role and offer a package to match:
* Competitive PAYE salary
* 20 days’ holiday plus bank holidays
* Company pension scheme
* Cycle to Work scheme
* Excellent opportunities for career progression
Ready to Take the Next Step?
If you’re looking for a role where your organisation and efficiency truly make a difference, and you want to be part of a growing, supportive team—we’d love to hear from you.
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