Job Description
Deputy Operations Manager
Location: Fully Remote
Contract: Ongoing Temp to Perm
Hours: 32 hours per week
Working Pattern: Friday to Monday, 7:00am – 4:00pm
Salary: £28,000 per annum (£35,000 FTE)
Reports to: Head of Operations
We are seeking a highly capable and hands-on Deputy Operations Manager to provide senior operational leadership across weekend service delivery. This is a critical role, acting as the senior operational presence from Friday through to Monday, ensuring continuity, quality, and performance across all operational workflows. This role is ideal for a confident operational leader who enjoys being on the frontline — working alongside the team, handling live operational activity, while also providing leadership, oversight, and decision-making in real time. Proven experience in a in customer service or complaints management environment is essential.
Key Responsibilities
- Work alongside the operations team, supporting day-to-day service delivery across fulfilment, outbound calling, complaints, live chat, and email.
- Lead by example, maintaining high standards of pace, quality and professionalism.
- Take full ownership of weekend operational performance.
- Monitor live workloads and queues to ensure SLAs and KPIs are consistently achieved.
- Identify emerging risks or issues and take swift corrective action.
- Act as the senior operational lead during weekend shifts.
- Provide clear direction, real-time decision-making, and escalation handling.
- Coach and support team members, addressing performance or conduct concerns as they arise.
- Ensure all activity complies with internal processes, GDPR and relevant legislation.
- Stay aligned with changes to systems, policies and client requirements introduced outside working days.
- Identify operational inefficiencies, risks, and improvement opportunities.
- Support wider operational objectives and ad-hoc priorities as required.
Skills & Knowledge
- Proven experience in a senior operational or service-led environment
- Minimum 2 years’ experience at senior manager level in customer service or complaints management
- Strong understanding of SLAs, KPIs and performance management
- Confident decision-maker, able to work calmly under pressure
- Highly organised with strong IT skills and confidence using multiple systems
- Proactive, adaptable, and comfortable working in a fast-paced environment
- Minimum 2 years’ experience working from home
- A dedicated, distraction-free home working space with own laptop and screens
- Ability to work independently and stay aligned with weekday operational changes
- Ability to travel to meetings every 4-6 weeks
- Occasional weekdays cover for the Head of Operations may be required (paid overtime)
- Basic DBS check required
