Senior Operations Support Manager

SNG (Sovereign Network Group); Newbury; On-site; GBP 50,000 - 70,000; Full time

Job summary

A housing and community service provider in the UK is seeking a Senior Operations Support Manager to lead the support function for field operations teams. The role requires significant operations management experience, strong leadership skills, and a focus on optimizing customer experiences in service delivery. Benefits include 25 days of holiday, a generous pension scheme, and flexible working options.

Benefits

25 Days Holiday + Bank Holidays

Generous matched pension scheme

Life cover at 4x salary

Access to wellbeing benefits

Flexible working options

Private medical insurance options

Qualifications

• Significant experience in operations, customer support or process management.
• Previous senior leadership experience in leading large teams delivering efficient customer outcomes.
• Experience in improving productivity performance and enhancing processes.

Responsibilities

• Lead the support function for service delivery teams.
• Coordinate all customer appointments and service delivery.
• Ensure regulatory obligations are met and customer experience is optimized.

Skills

Operations management

Customer support

Leadership

Process management

Performance analysis

Resource planning

Continuous improvement

Excellent communication

Job description

Here at SNG our vision is to have a positive and lasting impact on our customers lives by offering them safe high-quality homes and connected communities. We'll do this by shaping our services around customer, asset, and place within specific localities.

As part of our journey in bringing our teams together and deliver our corporate plan we have an exciting new opportunity for a Senior Operations Support Manager, to join our Business Administration & Support Team on a permanent basis.

The role

As a senior manager you will lead the support function for our localities team and have ownership of all field operations support teams including scheduling, administration and compliance co-ordination.

You'll be responsible for the coordination of all customer appointments, planned and responsive and programme delivery for cyclical service delivery through to completion ensuring regulatory obligations are met and customer experience is optimised.

Knowledge & Skills

We Are Looking For Some One Who Has

• Significant experience in operations, customer support or process management.
• Previous senior leadership experience in leading large teams delivering efficient and excellent customer outcomes.
• Significant experience of operating within a large fast paced service environment handling a blended operation of both planned, reactive and compliance service demand, preferably within building maintenance related services.
• Background in performance analysis, process improvement and stakeholder coordination.
• Demonstrable expertise of working in a resource planning environment with expert knowledge of resource planning tools and methods.
• Experience in improving productivity performance and enhancing processes.
• Ability to propose creative solutions that test the ‘As Is' and drive continuous improvement.
• Evidence of excellent customer service achievements in a complex delivery environment.
• Know how to create honest communication and inclusive relationships to ensure people are motivated and feel they own and are accountable for their work.
• Excellent communication and interpersonal skills.
  
  

We have some fantastic benefits on offer at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Generous matched pension scheme (up to 12%), life cover at 4x your salary
• Access to a range of wellbeing benefits, including 24/7 virtual GP service
• Flexible working - we're committed to giving people flexibility as widely as possible
• Options for private medical insurance, dental insurance & critical illness cover
  
  

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. We're keen to secure leaders who share our values in this space, take a look at our careers site to learn more.