Operations Manager - Maternity Cover

Hireful; Newcastle upon Tyne; On-site; GBP 28,000; Full time

Job summary

A leading technology provider is seeking an Operations Manager on a 15-month fixed-term contract. This role involves supporting operational plans and ensuring customer satisfaction through effective team management. Candidates should have experience in customer service and management, attention to detail, and strong communication skills. The position is located in Wallsend, offering a salary of £28,000. Training will be provided for successful integration into the team.

Qualifications

• Experience handling customer complaints and escalations is essential.
• Must demonstrate ability to effectively deal with customer queries.
• Ability to work in a fast-paced environment dealing with high profile clients.

Responsibilities

• Support the delivery of the operational plan focused on customer success.
• Ensure team operations meet expectations of customers and stakeholders.
• Collaborate with other teams to resolve customer queries within SLA.
• Oversee day-to-day operations of the MBL Operations team.
• Develop, test, and communicate new process protocols.

Skills

Customer service experience

Management experience

Attention to detail

Proactive attitude

Strong communication skills

Advanced Microsoft Office user

Job description

Operations Manager - Maternity Cover

15 Month Fixed Term Contract (January 2026 - March 2027)

MBL is a market-leading platform gift card technology and services provider, working with some of the largest retailers in the UK. We are a Love2shop company and part of the Paypoint Group.

At MBL Solutions we don’t just provide market-leading technology solutions, we take time to learn about our clients and their customers.

We work collaboratively to make sure our solutions are not only what you need but also what your customers need.

MBL are looking for an Operations Manager to support the Head of Operations & MBL Operations Team. You will report into the Head of Operations who will give full training alongside the existing Operations Manager for the first month, but it would be great if you have already worked in a customer service and have some management experience.

Main Responsibilities

• Support to deliver operational plan which puts customers and commercial success at the hear of all you do
• Ensure that the operations of the team meets the expectations of its customers, Board, shareholders including its employees and suppliers
• Work closely with the Commercial / Finance / IT / Marketing teams to ensure Customer queries are resolved within the specified SLA
• Oversee the efficient and effective day-to-day operations of the MBL Operations team
• Work to develop new process protocols / test where appropriate, communicate and train the team

Person Specification

• Able to work in a fast-paced environment dealing with high profile clients
• Experience handling customer complaints / escalations
• Ability to deal with customer queries
• Excellent attention to detail
• Proactive
• Customer focussed
• Advanced user of Microsoft Office (Word & Excel)
• Strong communicator

Salary: £28,000

Location: Wallsend NE28 9NX

REF-225 555