Job no: 560365
Work type: Full time
Site: Stafford
Categories: Customer Support, Central Support
Location: Staffordshire
Salary: £40,000-£43,000
Business Area: Commercial Fleet Services

ABOUT THE ROLE

We’re seeking an ambitious and experienced Senior Operations Manager to lead and inspire our high-performing team. In this pivotal role, you’ll drive exceptional customer service standards by developing your team, improving systems and processes, and ensuring seamless collaboration across our internal and external customers.
As a key ambassador of the Halfords Commercial Fleet Services (HCFS) values, you’ll foster a customer-centric, engaged culture across Universal Fleet Services, Lodge Tyre Fleet Services and McConechy’s Commercial Fleet Services (ULM). Your leadership will support continuous improvement, ensuring the contact centre meets its ambitious KPIs.
Operating 24/7 365 days a year managing commercial breakdowns, the ULM Support Centre is fast-paced collaborative and performance-driven environment. This role offers a unique opportunity to directly line manage four managers, overseeing daily operations, analysing performance data, and driving long-term strategic initiatives alongside our Operational Director. This is a brilliant opportunity to learn from the Operational Director with room to progress your career.

KEY RESPONSIBILITIES

• Champion a customer-focused and engaged culture within ULM, demonstrating genuine passion and commitment.
• Foster a high-performing team culture that improves engagement scores and increases colleague retention through strong and inspiring leadership.
• Support the Support Centre Operations Director in driving profitability by maximising long-term revenue
• Lead the recruitment, training, development, and engagement of colleagues to build a skilled and motivated workforce.
• Oversee the efficient day-to-day operation of ULM, ensuring compliance with all relevant policies and procedures.
• Act as a proud ambassador for Halfords Commercial Fleet Services Values, working collaboratively with stakeholders to support aligned business across all areas of Commercial Fleet Services.