Senior Operations Manager

Circet IRE & UK; Stevenage; On-site; GBP 50,000 - 70,000; Full time

Job summary

Circet IRE & UK is seeking a Senior Operations Manager for their Stevenage location. This key role involves leading a large team, establishing operational standards, and ensuring service excellence for multiple clients. Successful candidates will have experience in management, effective communication skills, and a results-driven approach, thriving in a dynamic environment focused on continuous improvement.

Benefits

28 days annual leave including bank holidays

Life assurance

Employee Assistance Programmes

Career developmental opportunities

Qualifications

• 3 years management experience with high volume teams.
• Strong performance in previous roles.
• Effective communicator with leadership skills.

Responsibilities

• Lead and develop field teams to meet client requirements.
• Establish and monitor operational standards and performance.
• Drive continuous improvement in service quality.

Skills

People Management

Communication

Results-driven performance

Team Building

Education

Higher Education

Job description

AT CIRCET, WE BRING PEOPLE TOGETHER TO MAKE GREAT THINGS HAPPEN.

CONTRACT TYPE:PERMANENT
LOCATION:STEVENAGE or SELKIRK
HOURS: 37.5

WORKING WITH CIRCET

Circet Ireland & UK have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our client's expectations while not losing sight of their changing requirements. With over 4500 employees across Ireland & UK we continue to bring people together to make this happen.

THE ROLE
The role of Senior Operations Manager is key to determining how we do things to deliver to our clients and on our internal KPIs. This is a role has become available due to a promotion into another Circet Division, reporting into the Operations Director it has 2 direct reports of Operations Managers and a hierarchy supporting circa 600 engineers nationwide (UK and NI).
Circet's In-Home division delivers and optimises customers in-home set up - bandwidth and speed, customer focus is key to our success in understanding what's important to each customer and our NPS scores are a key metric for measuring our success.
The role needs to establish the standards and processes for delivery, defining the roles and responsibilities needed to meet our KPIs, managing our operational team to correct any shortfalls in performance and to maximise our performance whilst minimising costs.
We have 4 or 5 main clients and numerous smaller clients to service as well as internal stakeholders, so we need all our operation roles to be dynamic to change and to work with all internal and external stakeholders to succeed.

KEY DUTIES AND RESPONSIBILITIES

• Lead and develop the Field teams, implementing a robust structure to support our engineers, client requirements and internal stakeholders
• Ensure well defined processes and policy is in place to give consistency geographically in our approach
• Ensure we have adequate resources in place to meet our minimum commit to our client
• With the correct skillset and kit/vans etc.
• Work with Training Dept. on capability of the team
• Work with the Head of Contact Centre on how the agents feed into the performance success daily
• Monitor our customer service levels, quality of work and monitor complaint trends
• Audit losses through stock, tooling, damage to equipment etc and take appropriate action
• Review incentives to drive the correct behaviours from our field teams
• Key stakeholders include our Client Management teams, Service Centre, Capacity Planning, Finance, HR and Warehouse
• We need to drive continual improvement in our service offering to stay ahead of industry developments
• Monitoring complaints with our Escalations Supervisor to identify trends and put remedial actions in place
• Communication plan to be developed for our teams to ensure effective comms at all levels
• Work closely with H&S teams to monitor quality and H&S in the field and ensure we are best in class
• Manage risks and budgets, ensuring compliance to our forecast and budgets set
• Report results weekly with action plans for improvement where needed

QUALIFICATIONS, KNOWLEDGE, AND SKILLS REQUIRED

• Preferred: Higher Education.
• Ideally, candidates will already have 3 years people management experience managing high volume, geographically spread teams.
• Strong results driven performance in previous roles.
• Adds value to the team - balancing tasks and people, being inclusive, getting people involved by understanding each person's strengths, friendly and approachable, a real team builder - creation of common goals, motivator, recognized as the leader.
• Effective communicator, able to define goals, talk through strategy, gain buy in and agree actions to be delivered, review then analyze results.

WHY WORK IN CIRCET?

• Be part of a company that encourages involvement, diversity and inclusion
• Be part of a company that nurtures excellence and develops leaders
• Be part of a company that encourages personal development and career progression through our further education programme, mentoring programme and pathway programme
• Be part of a company that is dedicated to making a difference through our Corporate Social Responsibility
• You will get a competitive salary and a benefits package which includes 28 days annual leave per annum (including 8 days bank holiday), life assurance, access to Employee Assistance Programmes and access to career developmental opportunities.