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Operations Manager – Drainage Services

? Salary:£45k- £50,000 per annum
? Hours: Full-time, primarily daytime with on-call one weekend per month
? Holiday: 28 days including statutory UK holidays
?️ Equipment Provided: Work mobile, laptop, and tablet

We are seeking an experienced and hands-on Operations Manager to oversee the day-to-day running of a busy 24/7 call centre supporting emergency drainage and reactive works. Based in Redditch, you will be responsible for leading a team of call handlers and managing night shift operations, ensuring a seamless and professional service to customers around the clock.

This is a key leadership role that requires a calm, organised and proactive individual who is comfortable working in a fast-paced, service-led environment. The position mirrors similar roles in the drainage industry and would suit someone from a reactive services background.

Key Responsibilities

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Manage a 24/7 call centre operation, including 4 daytime staff and 3 night staff

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Provide leadership to the night shift manager and act as escalation point as required

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Ensure all calls and jobs are handled efficiently and in line with company SLAs

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Participate in an on-call rota (approx. one weekend per month)

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Report on performance and assist with improving systems and processes

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Liaise with company directors and other departments to ensure operational consistency

Ideal Candidate

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Proven experience in an operations or service manager role, ideally within drainage, utilities or emergency reactive services

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Confident in managing people, shift rotas, and high-pressure situations

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Highly organised with a focus on service delivery and customer care

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Strong communication and leadership skills

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Familiar with escalation protocols and emergency response procedures

This is a fantastic opportunity to join a growing team in a key leadership position with clear responsibility and autonomy. Fast-track recruitment process with interviews conducted by senior management