Head of Operations

Serco Group Plc; Highgate; Remote; GBP 65,000 - 75,000; Full time

Job summary

A leading service management company is seeking a Head of Operations for their Restart Scheme team. This key position involves leading the delivery and performance across multiple sites, ensuring optimal service for participants. Candidates should possess strong leadership, data interpretation skills, and the ability to drive performance in a high-volume environment. Competitive salary of circa £70,000 per annum plus benefits.

Benefits

Up to 25 days holidays plus bank holidays

Up to 6% contributory pension scheme

Performance-based bonus scheme

Company car

Private medical insurance

Training and development opportunities

24/7 Employee Assistance Programme

Discounts across retailers

Paid volunteering day each year

Qualifications

• Leadership and people management experience, ideally within the employability or retail sector.
• Proven record of driving performance across multiple sites or contracts.
• Ability to interpret complex data to inform decisions.

Responsibilities

• Lead a team of Operations Managers to deliver outstanding performance.
• Drive achievement of key performance indicators and service levels.
• Foster a culture of high performance and continuous improvement.

Skills

Leadership and people management experience

Driving performance across multiple sites

Interpreting complex data

Managing change

Exceptional communication skills

Strong problem-solving skills

High digital literacy

Tools

Microsoft Office tools

Job description

Overview

As Head of Operations in our Restart Scheme team, you'll lead the delivery and performance of Serco's direct delivery operations across our Restart sites. You'll play a vital role in helping people back into sustainable employment, driving excellence across multiple locations, and ensuring our teams deliver the best possible service to our participants and partners.

Responsibilities

• Lead a team of Operations Managers to deliver outstanding performance across all Restart direct delivery sites.
• Drive achievement of key performance indicators, service levels and customer service standards.
• Foster a culture of high performance, accountability and continuous improvement.
• Ensure full compliance with contractual and quality requirements.
• Support and develop your leadership team, identifying and addressing capability gaps.
• Analyse data and performance insights to optimise operational delivery.
• Build strong, collaborative relationships with senior leaders, stakeholders, and partners including the Department for Work and Pensions (DWP) and Jobcentre Plus (JCP).
• Champion participant wellbeing and maintain a safe, compliant and inclusive service environment.

Qualifications

• Leadership and people management experience, ideally within the employability, retail or similar sector.
• A proven record of driving performance across multiple sites or contracts.
• The ability to interpret complex data to inform decisions and enhance service outcomes.
• Experience managing change, motivating teams and addressing underperformance constructively.
• Exceptional communication skills, with the ability to build trust and positive relationships at all levels.
• Strong problem‑solving skills, with a proactive and adaptable approach.
• High digital literacy, including proficiency in Microsoft Office tools.

Location & Compensation

Home-based with regular travel to Birmingham, Coventry, West Bromwich and Cardiff. Circa £70,000 per annum + benefits.

Benefits

• Holidays: Up to 25 days plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Bonus: A performance-based bonus scheme
• Company car: A company car
• Private medical insurance
• Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax‑free, through our Payroll Giving Scheme.

EEO Statement

Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .