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Due to growth, we are looking for an Operations Manager to manage our 24-hour Control Room, based at our Head Office in Solihull, West Midlands. This is an exciting opportunity for an experienced Manager to work at the very centre of our business, within a fast-paced and challenging environment. If this sounds like the role for you, please get in touch by sending your CV.
Role Purpose
The Control Room Operations Manager will oversee the entire 24-hour running of our busy Control Room, responsible for implementing our services across the entire business. Key duties include managing rosters and scheduling, ensuring shifts are covered with qualified staff, and planning ahead for holidays. The successful candidate will also manage a team of Operations Controllers, including their training, development, and performance management. We seek someone who can take ownership and introduce new ideas and processes to improve business efficiency and continuous improvement.
Responsibilities
1. Manage the Control Room and Operations Controllers daily/nightly.
2. Ensure staffing levels meet contractual requirements, managing cover for sickness and leave.
3. Train and develop Operations Controllers.
4. Monitor and maintain high performance in the Control Room, challenging when necessary.
5. Handle a high volume of calls from colleagues and customers, resolving issues promptly.
6. Complete report writing and incident forms.
7. Build strong relationships with Regional Managers and Senior Leadership.
8. Distribute daily briefing sheets to Contract Managers and Directors.
9. Manage rostering and scheduling for over 300 sites, communicating with site leaders and making updates.
10. Escalate health & safety or HR issues appropriately.
11. Resolve workplace issues, activity reports, complaints, and queries through liaising with contract managers.
12. Ensure the team provides exceptional customer service via phone and email.
13. Own all calls and tasks, proactively managing queries and escalations.
14. Stay updated on new procedures, systems, and operational protocols.
15. Attend regular update meetings with Senior Leadership.
The ideal candidate will:
* Be a process-driven Manager with proven team management experience.
* Possess excellent communication skills across various levels.
* Be proficient in administrative tasks and MS Office.
* Act with honesty and integrity.
* Have a desire to improve processes and push the business forward.
* Maintain high standards of quality and attention to detail.
* Present a professional personal appearance.
* Have strong IT skills, including experience with time and attendance software (Timegate advantageous).
* Work well under pressure with a positive attitude.
* Be flexible to work shift patterns, including occasional nights and weekends.
Additional Requirements
* Vetting to BS7858 standard with a full 5-year work history.
* Ability to obtain or hold an SIA Front Line License.
* Flexibility to work shifts, including occasional nights.
Job Specifics
Monday - Friday, 06:00 - 18:00, with flexibility for occasional weekends and nights.
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