Head of Operations Support

Job Advert

Role: Head of Operations Support

Location: Manchester

Level: Director of Department

Line Manager: Managing Director

Status: FT Weekly Hours: 37.5

Salary: £60,000.00 - £70,000.00 per annum

About the role:

Are you an operational leader, with strong experience in all areas of a modern business operation including people management, client relationship management, capacity planning, data analytics, IT systems, process design, supply chain management, risk management and creating strong presentations at senior management or board level?

This newly introduced role will be extremely variable as QASSS experiences high levels of growth, with multiple new services coming online, along with the systems and processes to support them. You will be responsible for overseeing our main operational support function, which will support our commercial brands, whilst also being responsible for our newest services that are in an incubation phase. This means that initially you will oversee our new executive complaint management and digital triage functions, whilst also overseeing our business change, compliance, network delivery and IT functions.

Your initial team size will be small, but growing quickly as we look to increase our client base, markets and new services we provide. The successful candidate will have tremendous development and promotion opportunities as the company structures itself around new markets and services. We anticipate that the successful candidate will be developed to become an Operations or Managing Director in the future.

What you will be doing:

You will be leading our day-to-day operations, which span 7 days with a blend of home based, office based and hybrid personnel. You will be expected to be on the pulse of things, knowing in-depth how our operation is performing across all our central service lines and relevant support departments. Along with this, we will need you to:

▪ Develop and deliver a new operations department to support our current and new QASSS service lines
▪ Deliver our operational goals in line with our 3-year business plan
▪ Ensure the operation is ready for increased business, and has high resilience through stress testing
▪ Ensuring our operation delivers all aspect of client contracts, exceeding agreed service levels
▪ Developing insightful operational reporting, enabling improved operational efficiency
▪ Embedding a culture of open reporting and continuous learning
▪ Leading on systemising our processes, as we migrate from our current case management system to

Microsoft Dynamics
▪ Developing and managing the capacity plan ensuring we have the right levels of internal and external resource to meet our client requirements
▪ Contributing to our overall account management strategy and delivery
▪ Contributing to and supporting new client presentations
▪ Lead on the migration of our telephony system, and integration of current systems to MS Dynamics, working with our IT and CRM partners
▪ Overseeing our contractor network management, working with compliance and finance to scale the network and enhance its performance
▪ Overseeing our IT Infrastructure, alongside our current IT partners
▪ Ensuring you lead your team in line with the company’s values and goals
▪ Representing QASSS at key industry events and client meetings

Who we are looking for:

▪ 5+ years’ experience in an operational leadership role, reporting at board or senior leadership level

▪ 3+ years’ experience in a customer service management role

▪ 3+ years’ experience managing field teams

▪ Strong experience of rolling out new software packages and technology, to both employees and clients

▪ Strong grasp of data insight, understanding how to create and read data to drive improvement

▪ Strong knowledge of MS PowerPoint, producing detailed, visual slides to convey operational performance

▪ Strong evidence of focused, continual personal development

▪ Strong and demonstrable record of cost control and efficiency

▪ Creative, solution focussed problem solving with an ability to use insight to deliver business improvement

▪ Proven ability to land transformational change across a complex organisation, improving customer, business and people outcomes

▪ Proven experience in winning or contributing to gaining new business

▪ Proven experience in client relationship management.

▪ A positive approach to life, not afraid of change and being relentless in your pursuit of improvement

About QASSS:

Incorporated in 2020, QASSS Ltd is a leading provider of resolution services to the United Kingdom and Channel

Islands. We specialise in the home improvement and renewable energy sectors and our vision is to be a global support partner to organisations in those sectors. We currently work with financial services, manufacturers, national retailers, membership organisations, franchises and SMEs.

Our role is to support sectors in elevating the reputation of that sector, increasing buyer confidence, by providing phenomenal support services to assist with organisations and consumers when things do go wrong, or to prevent them going wrong in the first place.

Our services include outsourced complaint handling, executive support, dispute resolution, claims management, independent inspections and remedial works programmes.

Why you should apply:

Along with the advertised salary, we provide the following for our colleagues:

▪ Enhanced maternity/paternity leave and
▪ Company pension scheme adoption friendly policies
▪ Life Assurance scheme ▪ Hybrid working environment (depending on
▪ Private healthcare insurance role)
▪ Private Optical, Dental and Medical cashback ▪ Flexible working environment plan ▪ 23 days annual leave plus bank holidays,
▪ Private Mental and Financial Wellbeing plus increased annual leave with service support ▪ Home working allowance (if applicable)
▪ Company sick pay and free eyecare vouchers ▪ Exclusive home improvement discounts

Job Types: Full-time, Permanent

Salary: £60,000.00-£70,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• Gym membership
• Life insurance
• Private dental insurance
• Private medical insurance
• Profit sharing
• Referral programme
• Sick pay
• UK visa sponsorship
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Manchester, M1 2AQ: reliably commute or plan to relocate before starting work (required)

Work Location: In person