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Service Operations Manager Qualsafe Awards
Qualsafe is recruiting a Service Operations Manager to drive customer excellence, optimise operational performance, and lead their customer service and administration teams to deliver innovative, high-quality services.
* Location: Hybrid / Bradford - 3 days per week in office
Who we are.
Qualsafe Awards is a leading Awarding Organisation (AO) and End Point Assessment Organisation (EPAO) in the UK, specialising in providing high-quality vocational qualifications and assessments across a wide range of industries. With a commitment to excellence, Qualsafe supports the development of skilled professionals by offering qualifications that meet industry standards and ensure regulatory compliance.
About the role.
The Service Operations Manager at Qualsafe Awards is a key leadership position responsible for overseeing the customer service and administration operations within both the Awarding Organisation (AO) and End Point Assessment Organisation (EPAO). This role involves strategic planning, operational delivery, and stakeholder management to ensure the highest standards of customer experience and service performance. The successful candidate will be responsible for developing and implementing service strategies, monitoring customer feedback, and driving continuous improvement through insights and operational data. In addition to managing a team of salaried employees, the role will also support a network of freelance Independent Assessors to ensure smooth service delivery.
As the leader of the Service Operations team, you will be tasked with building and maintaining effective processes and policies, overseeing team performance, and fostering a culture of ownership and accountability. You will also work closely with internal and external partners to identify areas for improvement and ensure that operational risks are managed in line with the company’s quality management frameworks. This is a dynamic role that combines strategic thinking with hands-on leadership to drive exceptional customer service and operational excellence.
Who we are looking for.
We are looking for a highly experienced and capable individual with a proven track record in operational service management, preferably within an Awarding Organisation or educational setting. The ideal candidate will have strong leadership skills and the ability to manage and develop teams while ensuring the continuous improvement of customer service processes. You should have a background in designing and improving operational processes, alongside experience in managing complex customer enquiries and complaints.
The successful candidate will also have excellent communication and relationship-building skills, enabling them to engage with stakeholders at all levels effectively. You will be adaptable, with the ability to work under pressure and manage multiple priorities, and have a keen eye for identifying and capitalising on opportunities to enhance service delivery. Experience with regulatory compliance, the apprenticeship and vocational qualification market, and the ability to contribute to business cases for improvement would be highly advantageous.
* 25 days annual leave + bank hols
* Access to electric car leasing scheme
* Private Healthcare and Group Life Insurance membership (both after a qualifying period)
For further information about the role or to arrange a confidential discussion, please contact our advising consultant at Peridot Partners:
If you would like to know more about this role please contact Paloma Zamora
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