Head of Operations

7 months ago

Leyland, United Kingdom Talent Sphere Ltd Full time

**Job Advert: Head of Operations**

Do you want to be part of an organisation where you can have real input and, who values what you do? We are looking for someone to be part of the senior leadership team and, who is passionate, committed and driven to succeed.

**Who We Are**:
QA Scheme Support Services is an award-winning, well-established service company based in Leyland operating in the home improvement sector. Our main function is to provide administration and operational support to 3 national consumer protection schemes (installer membership schemes) operating in the double glazing, renewable, and home improvement sectors. The schemes protect consumers using members and credibility to the installer members (helping them win more customers). The schemes’ ambassador is George Clarke (Amazing Spaces etc). Employees of QA Scheme Support Services work on behalf of the consumer protection schemes.

The three schemes currently serviced by QA Scheme Support Services are:
The schemes’ vision is transforming consumer protection within the home improvement sector. Their mission is to protect consumers when they are buying from installer members, support its national network of installer members and raise industry standards.

**Main responsibilities**

Due to continued growth, we are looking for the right person to lead our operations area of the business. You will be responsible for:

- Managing and overseeing daily activities of operational departments: customer service, IT, central support and dispute resolution departments
- Handle any complaints about your departments and write accurate responses
- Develop a network of inspectors and installers to carry out inspections or remedials on home improvement installations
- Proactively plan and manage resource across the different areas of the business in line with demand
- Liaise with our external stakeholders on issues/queries raised by them
- Ensure all processes are documented and up to date within your departments
- Provide hands on cover as and when required within the departments you manage
- Manage any admin related inquiries received from our insurer and insurance broker and ensure a conclusion is reached within agreed timescales
- Provide monthly reports on departmental activities
- Manages department and individual workloads/KPI’s to meet goals and deadlines
- Develops plans to increase efficiency across departments
- Develop training and development plans to use across departments
- Responsible for the business health and safety, facilities, the integrity of IT systems and Data Protection
- Adhere to approved organisational risk management policies and procedures by keeping risk management high on the agenda to drive actions to mitigate risks and improve controls
- Ensuring that departmental risk events are investigated and appropriate resolutions are implemented
- Maintain our external dispute resolution license by the Chartered Trading Standards Institute

This is very much a hands on role and we are looking for someone to roll their sleeves up and lead this area of the business. You will be reporting to the Managing Director.
- Highly organised with the ability to manage own time
- Be able to prioritise workload and schedule efficiently
- Excellent communication skills (both written and verbal)
- Must be able to cope with the fast-paced environment
- Strong people management skills
- Analytical skills
- Must have a roll sleeves up attitude - lead by example
- Demonstrable hands on experience of an operational nature
- The ability to multi-task
- Strong collaboration skills and the ability to lead by example
- The ability to easily establish rapport and ‘buy-in’ from all levels of the organisational hierarchy
- Highly developed communication skills - written and verbal
- Organisation Skills - You should be organised in your approach, with the ability to assess what the priorities are and manage your time accordingly
- Management experience
- A methodical and logical approach
- Ability to work cross functionally with other departments
- An understanding of Data Protection legislation, data mapping and experience in handling data requests

**Our Values,** which were chosen by our team, are at the heart of all our interactions with colleagues, members and consumers.

**Respect**: We respect each other, our differences and our contributions.

**Integrity**: Having integrity helps to create an inner circle of trust and respect and enables everybody to work together efficiently and collaboratively.

**Teamwork**: All working together to support each other and achieve our business goals.

**Communication**: the words we choose, the manner in which we deliver them, open and honest communication with positivity means we can do and achieve everything we set out to.

**We Adopt the following throughout all of our business dealings.**

**1. **We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with

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