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Operations Director

1 week ago


Swindon, Swindon, United Kingdom The GL Education Group Full time

Job Overview:

The GL Education Group is seeking a highly skilled Operations Director to lead our customer support, scoring, and warehousing teams. This role requires strong leadership and operational expertise to drive excellence in our processes and ensure a high-quality service experience for clients.

About the Role:

  • Lead the customer support, scoring, and warehousing teams, providing coaching, mentoring, and development opportunities.
  • Establish and monitor customer service performance standards, including response times, case resolutions, and overall satisfaction.
  • Implement best practices to optimize warehouse space, reduce waste, and improve efficiency in operations.
  • Oversee recruitment, training, and support for scorers to ensure efficient performance during peak assessment periods.
  • Evaluate and refine internal processes and systems to ensure they align with business objectives and meet quality standards.
  • Use data-driven insights to identify bottlenecks, improve workflows, and optimize resource allocation.
  • Conduct regular performance reviews, provide feedback, and promote professional development opportunities within the team.
  • Ensure the team has the tools, training, and resources needed to perform effectively.
  • Track operational expenses, identify opportunities for cost savings, and report on financial performance.

Requirements:

  • Transformation experience in a tech or similar industry – ideally with global experience and able to work across cultures.
  • Data driven mindset with excellent problem-solving, analytical, and decision-making skills.
  • Ability to manage budgets, track performance metrics, and drive continuous improvement initiatives.
  • Understanding of compliance and data protection regulations, particularly related to education and assessment.
  • Highly organised and efficient – able to handle multiple tasks to a high quality.
  • Pro-active and flexible.

What We Offer:

  • A competitive salary range of £90-115k plus bonus.
  • 25 Days per annum plus Bank Holidays (3 to be used for our Christmas shutdown).
  • Access to a benefits and discount platform with access to 1000's of discounts at retailers, leisure attractions, and restaurants.
  • BUPA Healthcare, Life assurance, Permanent health insurance.
  • Pension scheme with enhanced employer contribution.
  • Season ticket loan and EAP.