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Head of Ops (Customer services/Process Improvement)

TPP Recruitment
Up to £52000 per annum + annual leave
Closing date
23 Dec 2020
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Job Details

Our client, a foundation based in Berkshire, has a new exciting opportunity available to join them as a Head of Operations. You will be leading, growing, managing and continually developing their support functions. This will be an office based role in Berkshire and offers excellent benefits including very generous annual leave allowance.

You will be leading on creating a culture of 'customer first' where the highest levels of customer care are provided internally and externally with all interactions specifically through the telephone unit, product helpline, survey support and their internal print shop.

Key responsibilities for this Head of Operations position:

  • Maximise existing services to be more efficient and effective
  • Continually review the capability of support teams against evolving needs
  • Implement recognised best practice industry standards
  • Utilise expertise of teams across all work areas and break down any silos
  • Flex resources to meet seasonal demands whilst maintaining the highest standards
  • Effectively manage relationships with key suppliers - ensuring KPI's clearly set and managed
  • Drive the maintenance and continual improvement of work processes and procedures
  • Ensure weekly and monthly reports containing key performance information are delivered
  • Initiate innovative and successful change while utilising resources already in place

It is essential that you have a proven track record of providing leadership to large teams across multiple departments, clearly showing how you have motivated people to maximise performance. Demonstrable experience of process improvement and innovative thinking in an operations capacity is expected. Naturally you will be a strong influencer with excellent stakeholder engagement skills. You will need to be comfortable driving strategy and formulating planning processes. A keen eye for business analysis will also be beneficial but not essential.

To apply for this Head of Operations vacancy, please email your CV to our Office & Specialist Support Team quoting the reference number 74145DW. All applicants must be eligible to work in the UK.


TPP Recruitment is a specialist, highly respected and well-established UK-wide consultancy.

Our areas of expertise enable us to provide dedicated support to organisations across the following non-profit and public sector organisations:

Charitable | Educational | Health & Social Care | Professional Membership | Awarding Bodies | Cultural | Housing

Our 50+ strong team of dedicated consultants specialise in the following functional areas:

Education & Training | Finance, IT & Facilities | Fundraising & Development | Health & Social Care | Human Resources |  Leadership & Governance | MarComms & Digital | Office & Specialist Support

TPP has connected organisations and candidates across the UK since 1996, from our offices in London, Bristol and Newcastle. Our culture is based on the following set of core principles which are embedded within our teams and underpin our commitment to helping ensure organisations achieve lasting impact.

  • We do the right thing
    We have a social conscience, work in an ethical way and are passionate about supporting organisations. It’s why the first P of our name stands for Principle.
  • We work in partnership
    Internally and externally, we work in an honest, supportive and collaborative way to achieve exceptional results. It’s why the second P stands for Partnership.
  • We specialise
    We are experts in our fields and constantly seek to improve our knowledge of and empathy for our customers.
  • We adapt
    We offer a flexible, tailored approach and are constantly looking for better ways to do things.
  • We exceed expectations
    We go above and beyond and focus on long term relationships over short term gains.
Contact Us
  • 4th Floor, Sherborne House
  • 119-121 Cannon Street
  • London
  • EC4N 5AT
  • GB
  • 020 7198 6000
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