Operations Centre Manager

Operations Centre Manager

  • Location


  • Sector:


  • Job type:


  • Salary:

    £43,000 - £45,000

  • Contact:

    Michelle Brightly

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    almost 3 years ago

  • Expiry date:


  • Client:


Job Overview:

To become the UK’s supplier of choice in the Retail High Street, delivering consistent, innovative and best in class operational solutions.

Main duties and responsibilities:

  • Provide relevant data for the sector and customer
  • Use live data to drive the RHS operation
  • Ensure KPI and contract outcomes are met
  • Ensure all processes are followed by Operations Centre team
  • Provide leadership to the Operations Centre team
  • Operate in a safe and controlled manner
  • Ensure Contract and Sector H&S requirement are met
  • All Required RAMS are in place
  • Monitor and drive Contract/ Sector H&S performance 
  • Ensure technology is implemented and used to drive performance
  • Produce and manage leading indicators to meet contract and Sector KPI ‘s 
  • Technology deployed and used
  • Contractual and Sector KPI ‘s met
  • Recruitment/Line management of resource
  • Manage HR related matters
  • HR matters communicated and managed as per ISS process
  • Using data drive the Operational performance to meet Customer Contractual requirements
  • Support and provide relevant financial data
  • Data produced is timely and relevant


Daily Activities:

  • Managing all Operations Centre Functions
  • Using data systems and processes to direct live operations
  • Ensuring all processes are followed to ensure SLA / KPI are met
  • Ensuring all contract specification is correct and performance is compliant
  • Acting as a central hub for decision making and operational performance
  • Implement contract specific processes
  • Ensuring adequate resource for a 7-day operation: core hours 07:00 – 22:00
  • Collating and producing contract specific and sector data
  • Reviewing and compiling client data
  • Setting customer service standards for all representatives (SWAHT)
  • Managing customer queries to agreed outcomes
  • Following up with customers to identify areas of improvement 
  • Liaise internally with departments using customer data to drive improvements
  • To act as a point on contact when an escalation occurs for suppliers, service partners regional teams and customers
  • Managing supplier performance
  • Managing systems to reduce missed shifts / vacancies and meet planned and reactive performance KPI 

Weekly Activities:

  • Creating daily, weekly reports on all sector and customer MI
  • Co-Ordinating daily work and producing MI for sector supply chain
  • Co-Ordinating daily work and producing MI for regional teams
  • Being the point of contact for operational issues
  • Attend Weekly RHS SLT Call / meetings

Monthly Activities:

  • Produce Monthly MI for Sector and Contracts
  • Hold monthly team meeting
  • Attend RHS SLT / meetings 

Essential Skills/Ability

  • Customer focus 
  • Drives results 
  • Directs work
  • Collaborates
  • Drives engagement 
  • Instils trust 
  • Demonstrates self-awareness