Operations Director

2 weeks ago


Kirkby in Ashfield, Nottinghamshire, United Kingdom Serco Plc Full time £62,500 - £75,000 per year

Operations Director- Customer Experience Engagement (CEE)

Home Based- requirement to travel across UK

Full time, permanent

Circa £75,000 per annum dependant upon experience plus car or cash allowance/ private medical cover and company bonus

Are you ready to lead the operational delivery of high-impact government contracts and make a meaningful difference in public services?

We're looking for an experienced Operations Director to take the helm of medium– large scale central and local government contracts, valued at over £30 million. This pivotal role ensures the efficient, effective, and safe performance of our contact centre operations, driving continuous improvement, financial sustainability, and operational excellence.

As a senior leader, you'll shape strategic direction, foster a high-performing and inclusive culture aligned with Serco's values, and build trusted relationships with stakeholders across the public sector. Your leadership will be instrumental in delivering services that communities rely on every day.

This role is central to ensuring the successful delivery and continuous improvement of high-value government contracts exceeding £30 million. As a key contributor to Serco's mission of delivering trusted and valued public services, the Operations Director provides strategic leadership, drives performance, and builds strong stakeholder relationships to optimise service outcomes.

Main Accountabilities:

Lead and manage the contract(s) delivery at strategic level, in accordance with Corporate and Contract strategies and polices ensuring the requirements of each contract are metEnsure the delivery of great service in line with contractual commitments and build lasting customer relationships.Manage a culture of excellent customer service, and exemplify and promote Serco objectives and valuesOverall accountability for management of operational delivery, whether through the Serco team and external suppliers, meeting annual financial targetsManage our business, including risks, governance and financial managementLead, manage, engage and develop a diverse and inclusive workforceMake sure our people are safe and working safely, striving to eliminate or mitigate all health and safety risks.Offer expertise support and leadership on the upcoming Telephone Platform re procurementDrive efficiency across accounts/partnershipsOffer Expertise support to Wider Work Force planning initiative

What you'll need to do the role

Experience of leading / managing multi large scale complex operational contact centre contracts across multiple sites and customersEssential extensive experience in Telephony platforms, multi-channel technologies and Work Force Planning disciplinesDemonstrable track record in building, leading and retaining teams of excellent talentDemonstrable track record in building, maintain strong relationships internally and externallyExcellent appreciation of marketplace, relevant sector, associated regulatory and legislative requirementsDemonstrable track record in managing health and safety requirements across a large functionDemonstrable track record of self-development and continuous learningFlexible to travel across UK sites

What we offer

Company car or cash equivalentCompany bonusPrivate Medical coverCompetitive salaries with annual reviewsPension: Up to 6% contributory pension schemeHolidays: 25 days' annual leave plus bank holidaysTraining and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progressionWellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centresDiscounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travelEmployee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a communityCharity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 


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