Senior Operations Manager

Location: Cambridge
Sector: Admin & Customer Service
Job type: Full Time, Permanent
Hours: Full Time 37.5 hours per week
Reward: £Competitive
Start: ASAP
Benefits: 22 days holiday per annum (Jan-Dec) rising by 1 day per full year employed until 25 days holiday have been awarded, Eligibility to participate in the company bonus scheme, Inclusion within auto-enrolment pension, critical illness and group life schemes, Cycle to work scheme, Intercompany annual soccer tournament with minimal employee contribution required (held in Europe)

We are looking to engage with Senior Operations Managers with a background of working within the Utilities marketplace. This position would be suitable for candidates who have strong commercial awareness alongside 3 – 5 years operational management experience. You will be a flexible employee who enjoys working in a changeable environment, someone who likes a diverse working day whilst being able to stay calm under pressure.

You will join a dynamic and supportive employer as part of a global organisation and be responsible for delivering multiple processes across the UK business alongside ensuring the smooth and efficient delivery of services to both customers and clients. You will be able to prioritise a demanding workload whilst contributing to the growth of the team and services delivered.


  • Delivery of multiple processes across the business
  • Ensure the smooth and efficient running of all services
  • Meeting the expectations and needs of customers and clients
  • Manage, lead, and develop the operations team
  • Review, plan and monitor the workload of the team
  • Setting ambitious and realistic KPIs, identify and analyse trends, ensuring KPI’s are met
  • Report services against KPIs, prepare and complete action plans
  • Implement productivity and quality improvements
  • Continuously improving existing processes
  • Making sure recurring issues are proactively identified and resolved
  • Ensure performance and contractual commitments of key services meet customer SLAs
  • Forecast requirements, monitor costs, prepare operational budgets, analyse variances
  • Management of raising, tracking and resolving incidents that impact service delivery
  • Handling stakeholder requests
  • Managing key partnership agreements ensuring compliance and contractual obligations are met
  • Primary point of contact when there are issues related to quality, customer service and metering
  • Communicating customer issues with the operations team
  • Devise ways of improving performance, including resolving problems and complaints
  • Develop, implement and enforce effective and efficient operations processes and procedures
  • Work closely with MD and management team to set and/or implement policies, procedures and systems and to follow through with implementation
  • Implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
  • Communicate job expectations to staff; planning, monitoring, appraising and reviewing job contributions
  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees

Skills and Experience Required:

  • Prior utilities or utility consultancy experience
  • Operational management experience (minimum 3-5 years)
  • Understanding of stock management system
  • Ability to manage time and workload effectively
  • Experience in negotiating and working with suppliers
  • Excellent communication skills both written and verbal
  • Strong, proactive problem-solving skills
  • Analytical mind set
  • Strong Leadership and Management skills
  • Ability to engage and motivate others
  • Highly organised and strong attention to detail
  • Positive, can-do attitude with aptitude and desire to learn
  • Willingness to go above and beyond

If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.

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