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- Tasks: Lead projects to optimise Trust and Safety operations and enhance workflow efficiency.
- Company: Join Checkatrade, the UK's top platform for finding trusted tradespeople.
- Benefits: Enjoy a competitive salary, discounts, healthcare cash plan, and hybrid working options.
- Why this job: Make a real impact in a fast-growing company with a strong commitment to quality and safety.
- Qualifications: Experience in operations, project management, and proficiency in Excel required.
- Other info: Hybrid working: 4 days in the office; we value diversity and inclusion.
The predicted salary is between 43200 - 72000 £ per year.
As the Trust and Safety Operational Excellence Manager, you will play a pivotal role in improving the efficiency and effectiveness of our Trust and Safety operations. You will focus on optimising workflows, automating repetitive tasks, and ensuring our agents are focused on complex, critical cases that require human oversight. Additionally, you will manage relationships with our outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.
Role Responsibilities:
- Workflow Optimisation: Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents. Work closely with the Vetting and Trust and Safety teams to ensure processes are efficient, robust, and fit for purpose. Collaborate with Product and Engineering teams to automate manual workflows where possible.
- Cross-Functional Project Management: Lead and coordinate cross-functional Trust and Safety projects, ensuring timely and successful delivery. Work with key stakeholders to define project objectives, deliverables, and success criteria.
- Management of Outsourcing Partnerships: Oversee the performance and quality of our BPO (Business Process Outsourcing) partners. Foster strong relationships with outsourcing partners to ensure alignment with Checkatrade’s Trust and Safety objectives. Monitor and report on partner performance against SLAs and KPIs, driving continuous improvement.
- Management of Third-Party Providers: Manage relationships with third-party service providers, such as digital verification and open-source checks. Regularly review and assess the performance of these providers to ensure high-quality services and value for money.
- Quality Control: Develop and implement quality assurance frameworks to monitor and improve operational processes. Provide insights and recommendations based on data analysis to improve overall efficiency and effectiveness.
Skills Required:
- Operational & Project Management Expertise: Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
- Analytical & Technical Proficiency: Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
- Quality & Performance Management: Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
- Cross-Functional Collaboration: Comfortable working across teams, including Trust and Safety, Vetting, Product, and Engineering, to implement automation and optimise workflows effectively.
What’s in it for you?
- An exciting opportunity to join a household brand that is investing heavily in its future.
- A role with significant strategic impact and alignment with our mission.
- Excellent salary and benefits package which includes discounts from a wide range of retailers, a healthcare cash plan, and a scheme to help you buy the latest bikes or tech gadgets (plus much more!)
- With an impressive leadership team on board, committed investors and a roadmap for success, this will be a career-building opportunity.
- Hybrid working applies. 4 days in the office.
- We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.
About us: We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business. We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.
Contact Detail:
Checkatrade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Trust and Safety Operational Excellence Manager
✨Tip Number 1
Familiarise yourself with workflow optimisation techniques and tools. Understanding how to streamline processes will not only help you in the role but also demonstrate your proactive approach during interviews.
✨Tip Number 2
Build a solid understanding of BPO and third-party provider management. Research best practices in performance monitoring and quality assurance, as this knowledge will be crucial when discussing your experience and ideas.
✨Tip Number 3
Network with professionals in the Trust and Safety field. Engaging with others who have similar roles can provide insights into industry standards and expectations, which can be beneficial during your application process.
✨Tip Number 4
Prepare to discuss cross-functional collaboration examples from your past experiences. Being able to articulate how you've successfully worked with different teams will highlight your suitability for this role.
We think you need these skills to ace Trust and Safety Operational Excellence Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operational and project management, particularly in workflow optimisation. Use specific examples that demonstrate your analytical skills and proficiency with tools like Excel.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving Trust and Safety operations. Mention how your previous experiences align with the responsibilities of the role, such as managing outsourcing partnerships and cross-functional projects.
Showcase Your Analytical Skills: Provide examples of how you've used data analysis to drive improvements in past roles. Highlight any experience you have with KPIs and SLAs, as these are crucial for the position.
Research Checkatrade: Familiarise yourself with Checkatrade's mission and values. Understanding their approach to Trust and Safety will help you tailor your application and demonstrate your alignment with their goals.
How to prepare for a job interview at Checkatrade
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Trust and Safety Operational Excellence Manager. Familiarise yourself with workflow optimisation, project management, and quality control processes, as these will be key discussion points during your interview.
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis and how you've used tools like Excel or BI/SQL in previous roles. Highlight specific examples where your analytical skills led to improved operational performance or efficiency.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with various teams, come ready to share examples of how you've successfully collaborated across departments. Emphasise your ability to lead projects and coordinate efforts between different stakeholders.
✨Prepare Questions for Them
Have insightful questions ready about their current Trust and Safety operations and how they measure success. This shows your genuine interest in the role and helps you assess if the company aligns with your career goals.
