Operations Team Leader

BRE; Watford; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

BRE is seeking an Operations Team Leader for the Building Performance Services (BPS) Operations team in a hybrid role based in Watford (and Glasgow). You will lead Operations Support Co-ordinators across locations, ensuring efficient service delivery for BREEAM products, invoicing, purchasing and order fulfilment, while driving revenue support and customer satisfaction.

You will manage performance, coach teams, monitor KPIs, and collaborate with internal stakeholders on service development and

Qualifications

• Proven experience leading, motivating and managing team performance.
• Experience in operational, business support, customer service or administration.
• Knowledge of procurement, purchasing, supplier management or supply chain activities.

Responsibilities

• Lead, coach and develop a team of Operations Support Co-ordinators, with day-to-day guidance and training.
• Monitor KPIs and SLAs to ensure high-quality customer service delivery.
• Oversee BREEAM In-Use cost proposals, registrations, certifications and credit management.
• Manage BREEAM Store operations, including order processing and supplier relationships.
• Support procurement, purchasing, invoicing and business administration processes.
• Analyse operational performance data and report to the BPS Operations Manager.
• Identify and implement process improvements to boost efficiency and customer experience.
• Handle escalations and complaints per quality procedures.
• Support QA and ISO 9001/17065 compliance; collaborate on system enhancements.

Skills

People leadership

Team management

KPI monitoring

Stakeholder management

Data analysis

Problem solving

Organisational skills

Communication

Proactive approach

Independent working

Job description

Make your mark at BRE!

BRE is a world-leading global organisation for innovation, science and data in the built environment. For over 100 years, we have supported governments, businesses and industry with pioneering research, testing and expertise. We are focused on growth, scale and expanding our global impact with products, services, standards and qualifications that address the challenges of a changing world. Driven by our purpose of helping everyone, in every building, everywhere, we are creating a safer, more sustainable built environment for people and planet.

Make your mark at BRE!

BRE is a world-leading global organisation for innovation, science and data in the built environment. For over 100 years, we have supported governments, businesses and industry with pioneering research, testing and expertise. We are focused on growth, scale and expanding our global impact with products, services, standards and qualifications that address the challenges of a changing world. Driven by our purpose of helping everyone, in every building, everywhere, we are creating a safer, more sustainable built environment for people and planet.

We're looking for an Operations Team Leader to join our Building Performance Services (BPS) Operations team. This is an opportunity to lead a high-performing team at the heart of BREEAM and Building Performance Services, ensuring customers receive a seamless experience while supporting the delivery of key business revenue and operational goals.

About The Role

As an Operations Team Leader, you'll lead a team of Operations Support Co-ordinators across our Watford and Glasgow locations, overseeing the day-to-day delivery of services that support BREEAM products, including BREEAM In-Use and the BREEAM Store.

You’ll play a key role in ensuring operational efficiency, service quality and customer satisfaction while supporting revenue generation through the effective management of purchasing, procurement, invoicing and order fulfilment activities.

This is a hybrid role, with a minimum expectation of two days per week in either our Watford or Glasgow office, alongside occasional travel between locations when required.

Key Responsibilities

• Lead, coach and develop a team of Operations Support Co-ordinators, providing day-to-day guidance, performance management and training.
• Monitor team performance against KPIs and service level agreements, ensuring high-quality customer service delivery.
• Oversee the operational management of BREEAM In-Use cost proposals, registrations, certifications and credit management activities.
• Manage BREEAM Store operations, including order processing, supplier relationships and fulfilment activities.
• Support procurement, purchasing, invoicing and business administration processes across BPS products and services.
• Analyse operational performance data and provide regular reporting to the BPS Operations Manager.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Handle customer escalations and complaints professionally and in line with quality procedures.
• Support quality assurance and compliance activities, including adherence to recognised standards such as ISO 9001 and ISO 17065.
• Work collaboratively with internal stakeholders to support service development, system enhancements and operational delivery.

What We're Looking For

We're looking for someone who combines strong people leadership skills with a practical understanding of operational processes and customer service delivery.

You’ll Ideally Have

• Proven experience leading, motivating and managing team performance.
• Experience working within an operational, business support, customer service or administration environment.
• Knowledge of procurement, purchasing, supplier management or supply chain activities.
• Strong organisational skills and the ability to prioritise effectively in a busy environment.
• Excellent problem-solving and decision-making abilities.
• High attention to detail and a commitment to quality.
• Confidence analysing and reporting performance, service or financial data.
• Strong communication and stakeholder management skills.
• A proactive, positive and adaptable approach to work.
• The ability to work independently while collaborating effectively with colleagues across the business.

BRE Benefits

At BRE, we offer a competitive salary, reviewed annually, along with a comprehensive benefits package designed to support your financial security, well-being, and career development.

Financial & Security Benefits

• Pension scheme – 5% employer‑matched contribution
• Life assurance – 4x your basic salary
• Enhanced maternity package

Health & Wellbeing

• HealthPartners cashback scheme – Reclaim costs on prescriptions, physiotherapy, dental care, and more
• Onsite facilities – Restaurant, nursery, and free parking, including at‑cost EV charging points

Career Development

• Learning & development – Free access to BRE Academy and our online learning platform
• Professional membership reimbursement

For full details on our benefits, visit: BRE Employee Benefits

Work Location Options

Hybrid – This role offers a mix of home and office working. You will need to be within commuting distance of our Watford office, as you will be expected to attend in person (2 times per week).

Note to Employment Agencies

At BRE, we value the relationships we have built with our preferred recruitment partners. We do not accept unsolicited CVs from employment agencies. Any CVs submitted directly to a BRE employee or hiring manager without a signed BRE Employment Agency Agreement and an active engagement for the specific role will be considered unsolicited. In such cases, no fees will be payable should the candidate be hired through this or any other means.

Equal Opportunities Statement

BRE is an equal opportunities employer. We assess all qualified applicants based on merit and do not discriminate on the grounds of race, colour, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristics.

BRE contributes to a thriving and sustainable world by developing science-led solutions to built environment challenges. Our vision is to be the world-leading innovation, science, and data hub for the built environment. We’re ambitious in terms of quality and global scope. We want governments and commercial markets to recognise us and demand our services, products and solutions. We want to be world-class, innovative, science-led and provide solutions.