Operations Manager

Description:

Reporting into the Head of Compliance and Business Improvement you’ll play a key role in making sure our repairs and compliance services are delivered smoothly and efficiently across Yorkshire. Imagine creating systems and processes that make service delivery seamless – ensuring the right teams are in the right place at the right time.

You’ll be the driving force behind an operation that impacts the daily lives of our customers. Your work will go beyond the day-to-day, contributing directly to our strategic goals and ensuring that we not only meet but exceed regulatory standards and KPIs. We’ve broken down some key responsibilities here:

Design and implement innovative service models that improve efficiency and service quality, ensuring we meet the needs of our customers and stakeholders.

Lead from the front by managing performance across teams, using data and evidence to drive service improvements and ensure we’re always improving.

Champion customer service, ensuring every process and system is designed with our customers in mind, delivering a seamless experience for them.

Develop your team by fostering a culture of open communication, collaboration, and high performance, helping your colleagues reach their full potential.

Work strategically with senior leaders to make informed, tactical decisions that keep us ahead of the curve, helping us navigate challenges and seize opportunities.

What do you need from me?

You’ll need to be a proactive problem solver who thrives in complex, high-pressure environments. You’ll have experience in operational management, ideally in customer-facing services where meeting KPIs and regulatory standards is second nature. With excellent communication skills, you’ll be able to inspire your team, influence stakeholders, and clearly explain complex issues in a way that brings people on board with your ideas.

You’ll also need:

• A proven track record in managing performance and service delivery.
• A passion for continuous improvement, always looking for ways to evolve and enhance operations.
• Resilience and the ability to juggle competing priorities without losing sight of what’s important.
• A customer-obsessed mindset, always looking to improve the customer experience.