Head of Operations - Contact Center - BSOC

Mitie Cleaning & Hygiene Services; Birmingham; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading facilities management company in Birmingham is looking for a Head of Operations to enhance service performance and operational efficiency. This role requires significant leadership experience and a strong background in customer service and data analytics. Ideal candidates will be innovative and focused on developing high-performing teams. The position offers various lifestyle benefits and growth opportunities.

Benefits

Virtual GP access

Financial wellbeing assistance

Flexible lifestyle benefits platform

High street discounts

Cycle-to-work scheme

Enhanced pension contributions

Career development opportunities

Recognition programs

Qualifications

• Experience in a Customer Service environment with analytics usage.
• Significant management experience in demanding stakeholder environments.
• Demonstrated ability to develop a customer-focused culture.

Responsibilities

• Lead and implement strategic initiatives for operational efficiency.
• Manage high-performing teams and drive professional growth.
• Collaborate cross-functionally to enhance operational outcomes.

Skills

Customer Service experience

Leadership

Data analytics

Financial management

Team motivation

Job description

Better places, thriving communities.

Job Overview

The Head of Operations – BSOC, a key leadership role, will be accountable to lead and implement strategic initiatives that enhance service performance, customer satisfaction, and operational efficiency across 24/7, fast paced contact centre operations. This role leverages data analytics, AI integration, and leadership development to drive continuous improvement, foster innovation, and ensure exceptional customer experiences aligned to industry performance standards.

Lead, Manage and develop a high-performing team, ensuring accountability for performance and professional growth. inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence, innovation and continuous improvement. Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity. Managing large, diverse teams, optimising performance through data-driven insights, maintaining compliance with industry standards. Embracing workforce planning, crisis management, and stakeholder engagement, to navigate complex challenges while aligning operations with business goals. The leader is pivotal in sustaining high-quality service in fast-paced, always-on environments.

Main Duties

• Leveraging dashboards and analytics platforms to monitor service performance, financial records and customer satisfaction.
• Enabling managers to interpret data effectively and use it to drive targeted improvements across accounts to identity best practices
• Oversee the integration of AI and automation to streamline operations and reduce manual effort across contact centre workflows
• Establish systematic plans and priorities to ensure the achievement of strategic objectives.
• Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcomes.
• Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improvement.
• Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity.
• Build and maintain strong relationships with internal and external stakeholders at all levels.
• Champion a customer-first mindset, ensuring a consistently outstanding customer experience.
• Communicate with clarity and passion, embracing change and building momentum across teams.
• Utilise data to inform resource planning, workflow optimisation and continuous improvement
• Creates, strengthens, and manages great relationships of all types and at all levels with both colleagues and customers, displaying a passion for providing an outstanding customer experience
• Gives clarity and shares passion, embraces change, and builds momentum. Inspires others by acting with integrity and leading by example. Achieves results through the success of others
• Encourages and embraces innovative ideas to achieve better results, creates a culture of creativity and ingenuity
• Manage and develop a high-performing team, ensuring accountability for performance and professional growth.
• Drive leadership development and succession planning through structured change journeys and capability assessments.
• Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovation.
  
  

What we are looking for

• Experience within a Customer Service environment, leveraging analytics to monitor the whole service performance
• Significant management and leadership experience at in a complex, and demanding stakeholder environment.
• Demonstrable evidence of developing and sustaining a customer focussed culture, and in initiating, developing and maintaining long-term collaborative partnerships with internal and external clients.
• Proven track record of successful financial and commercial management
• Considerable experience in leading and motivating high performance teams
  
  

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Zoe Wade at [e-mail].

Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

• Apply Now
  
  

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