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Head of Support & Operations

Location: NORWICH, NORFOLK Salary: 35000.00 - 40000.00 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 2 months ago Reference: 3061663
Do you have people management skills? Proven development success of staff and effective management through change?

My client is recruiting for an experienced manager responsible for the day to day management of a support centre based in Norwich city centre.

A very much hands-on role - Responsible for planning, directing and coordinating performance, productivity, efficiency and profitability through the implementation of effective methods and strategies.

Day to day management of Administrative & Support Staff and Processes – Motivating and mentoring staff and ensuring effective use of systems within clear timetables/SLAs



Main duties and responsibilities

• Key account management –
Managing directly or assisting with the commercial relationship with existing large and multi-site blue chip customers.
Be aware of all tariffs and support review of customers’ options and assist staff internally

• Compliance –
Perform quality controls in accordance with the companies ISO9001 and the Ofcom Code of Practice.
Evaluate the efficiency of controls and improve them continuously.
Revising procedures to identify potential risks or non-conformance issues.
Ensure that compliance procedures, systems and controls are up to date and efficient
All other non-financial compliance – eg Data Protection, Waste Licences

• Tender Management –
Respond to tenders through the relevant tender portals within the requested timescales.
Review and clarification of bid conditions and management of the tender preparation.
Contribution in cost and price calculations.
Keep up to date with tender legislation.


• Management –
Direct Management of Support Team – driving efficient performance and hitting key SLA targets – directly oversee all Support responsibilities eg Stock control, Compass Job review
Management Team - Lead, coach and develop an effective management team
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience and business profitability/ efficiencies
Support Senior Management team with any other tasks as when required


This is a fantastic opportunity with an attractive salary for a very successful company. Interested? Please call Michelle Topley on 01603 616190 or email michelle.topley@reedglobal.com.

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