Centre and Operations Manager

Job Description

The role will report to the Head of Operations and will provide cover and operational support across a number of our client’s office locations. The Centre and Operations Manager will work with all our client’s office locations to ensure that standards are maintained. Candidates will need to have a current, valid UK driving licence and will need their own vehicle to be suitable for this role.

The successful candidate will be an experienced operations manager and will have the ability and drive to communicate issues and improvements through the hierarchy of the organisation; identifying any opportunities across the portfolio to develop the member experience.

Duties & Responsibilities

• To co-ordinate staff rotas, ensuring that standards of cover are maintained at all times (including holidays and any sickness)
• To provide centre operations support for our client’s CRM systems: providing escalation support for IT issues; ensuring all business-critical systems are operational in all office locations; and communicating centre procedures to all teams
• Ensuring that all complaints, incidents and defects are logged, resolved, and monitored
• Providing reporting on improvements, and ideas from meetings and process analysis
• To support the Head of Operations on GDPR and AML matters
• To support the property team in identifying any risk and/or Health and Safety issues across all sites
• To support with induction and ad hoc training processes; including identifying skills gaps for all site teams including task and behavioural skills training
• Regularly reviewing and improving centre standards; communicating expectations to all teams and ensuring that all processes are fully documented, reviewed, and up to date
• To work with all Centre Managers; maintaining open communication at all times.

The ideal candidate will have the following skills and experience:

• A proven background in an Operations role
• Exceptional Customer Service and Communication skills
• Understanding of quality, standards and process improvement
• Ability to set training standards and monitor quality and effectiveness
• Excellent organisation and administrative skills
• Ability to work to a budget
• A committed team player
• Strong IT and system experience.