National Operations Manager - SMR

Location and working arrangement

• The role is based in Oldbury with hybrid working and three office days per week.

Role overview

Key responsibilities

• Lead and develop teams responsible for dispatch, work-in-progress management, operational support and customer exception handling.
• Establish daily operational rhythms and actively manage workload, resource availability, capacity, service risks and customer issues.
• Identify at-risk jobs and intervene to reduce broken promises and poor customer outcomes.
• Improve dispatch, workload management and Mobile Mechanic productivity.
• Use performance data to guide operational actions and collaborate with stakeholders on sustainable improvements.
• Improve customer recovery, simplify processes, balance resources and maintain operational controls and escalation routes.

Qualifications and experience

• Proven operational leadership in a fast-paced service, contact centre, dispatch, scheduling or operational control environment.
• Experience leading and developing people managers and operational teams.
• A strong track record of improving operational performance, service delivery and customer outcomes.
• Experience managing work in progress, workload, capacity or resource deployment.

Employment

• Permanent position.