Due to growth, we are looking for an Operations Manager to manage our 24- hour Control Room, based at our Head Office in Solihull, West Midlands. This is an exciting opportunity for an experienced Manager to work at the very centre of our business, within a fast-paced and challenging environment. If this sounds like the role for you, please get in touch by sending your CV.
Role Purpose
The Control Room Operations Manager will oversee the entire 24-hour running of our busy Control Room, which is responsible for the implementation of our services across the entire business. Ensuring that all rosters and scheduling is up to date, that all shifts are covered with suitably qualified and trained staff, forward-planning by creating and inputting rosters and arranging holiday cover. The successful candidate will also be responsible for managing a team of Operations Controllers including their learning and development and performance. We are looking for someone who can take ownership and is not afraid to push new ideas and processes that will help our business run more efficiently and continuously improve.
Responsibilities
To manage the Control Room and Operations Controllers on a daily/nightly basis
To ensure that staffing levels are in line with those contractually required, managing cover for sickness absence and annual leave
Training and development of Operations Controllers
To monitor and maintain excellent performance in the Control Room and challenge this when required
Manage a high volume of calls from colleagues and customers, ensuring issues are resolved in a prompt/efficient manner
Report writing and completing incident forms
Build a strong relationship with Regional Managers and Senior Leadership
Sending daily briefing sheets to Contract Managers and Directors
Rostering/ scheduling for over 300 sites, regularly communicating with site leaders and making required changes and updates
Ensure any health & safety or HR issues are escalated accordingly
Problem solving by liaising with contract managers regarding workplace issues, activity reports, complaints and queries.
Responsible for ensuring that the team are providing exceptional customer service via both the telephone and email.
Take ownership on all calls and tasks by being proactive in regards to queries, along with escalation and follow ups.
Proactively keep up to date on new procedures, systems and information regarding the standard operation protocols of the company.
Attend regular update meetings with Senior Leadership
The ideal candidate will:
- Be a strong and experienced process-driven Manager with a proven track record of team management
- possess excellent communication skills with experience of engaging with colleagues at a range of levels
- Be efficient with strong administrative and MS Office skills
- Act with honesty and integrity
- Have a genuine desire to help push the business forward, looking at ways to continuously improve processes
- Have excellent communication skills, high expectations for quality and an eye for detail
- have a high standard of personal presentation
- have strong IT skills, experience of time and attendance software (Timegate advantageous)
- have the ability to work under pressure whilst maintaining a positive attitude
- be able to work shift patterns and provide flexibility
Additional Requirements
To be vetted to BS7858 standard with a full 5-year checkable work history
To hold or have the ability to be trained to and obtain an SIA Front Line License
Flexible attitude to shifts, occasional night shifts will be required
Job Specifics
£40 - £45k depending on experience
Monday - Friday 06.00 - 18.00 with flex to work on occasional weekends and nights
Solihull location, with parking