Job Description

Our client who are telemarketing and lead generation specialists, who work with a number or prestigious clients are looking for a Head of Operations to be able to optimise the department’s KPI performance, increase client retention and proactively seek additional business improvement opportunities to enhance the overall business direction.

This role involves managing the day-to-day needs of the team, setting expectations, and supporting them through training, coaching, and personal development, while also contributing to the company's strategic vision whilst also supporting multiple client campaigns and building a relationship with clients too.

Reporting into the Director, responsibilities will include…

Performance:

• Oversee the renewal pipeline across teams, supporting Team Managers to achieve and exceed targets
• Take ownership of overall KPI and renewal performance, using data to drive strategic improvements
• Contribute to and deliver the company’s strategic goals, aligning operational execution with business vision

People Management:

• Communicate expectations clearly and foster a culture of ownership, accountability, and self-sufficiency
• Deliver training, coaching, and personal development through a mentoring approach
• Support Team Managers in developing their people, ensuring consistent growth and high performance

Client Development:

• Guide teams to maintain consistent, high-quality client communication and relationships
• Identify and nurture growth opportunities across key client accounts
• Monitor campaign performance and lead initiatives to drive continuous improvement and exceed expectations

Collaboration & Process:

• Work cross-functionally to ensure alignment between departments and strategic goals
• Promote an open, collaborative environment that supports innovation and shared success

Knowledge and Skills

• Previous Managerial experience within a contact centre/telemarketing environment
• Has leadership experience managing managers and driving team performance
• Is commercially minded, confident using data to influence strategic decisions
• Demonstrates strong communication, coaching, and stakeholder management skills
• Thrives in a fast-paced, client-focused environment
• Brings a proactive, solution-driven mindset with a passion for developing people

Salary

• £36.000 basic with very competitive OTE

Working hours

• 8.30am – 5.30pm Monday – Thursday
• 8.30am – 3pm Friday’s

Perks & Benefits

• Flexitime.
• Regular Incentives & Rewards
• Subsidised Gym Membership
• Free Lunch Friday
• Dress Down
• Pool Table