Operations / Service Director

Role Purpose

The Director will lead and develop the service operation across Telecom Acquisitions Ltd and its residential brands, ensuring a consistent, high‑quality customer experience from order through to post‑sales support.

They will be accountable for service strategy, operational performance, customer outcomes, supplier relationships and regulatory compliance.

Key Responsibilities

• Service Strategy & Leadership
• Develop and implement a scalable service model, translate business objectives into operational plans, and provide leadership across all service functions.
• Customer Experience Ownership
• Own the end‑to‑end customer journey, improving communication, first‑contact resolution, and engagement across broadband, phone, mobile and utility services.
• Operational Delivery
• Oversee day‑to‑day service operations, manage workload, improve workflows, reduce cost to serve and report performance to senior leadership.
• Complaints & Regulatory Standards
• Ensure fair, timely complaint handling and full compliance with Ofcom requirements, using data for continuous improvement.
• Supplier & Partner Management
• Build effective relationships with network, wholesale, and installation partners, enforce SLAs and resolve performance issues.
• Acquisition Integration
• Lead migration of acquired customer bases, ensuring service continuity and risk mitigation.
• Digital & Process Improvement
• Drive automation, AI and system enhancements to increase efficiency while retaining a human‑centred service culture.
• People Leadership
• Develop and motivate teams, foster ownership, improve engagement, and support recruitment and succession planning.
• Cross‑Functional Leadership
• Partner with Executive teams (CEO, Commercial, Finance, Compliance, Technology, HR) to align service outcomes with business strategy.
• Key Measures of Success
• Customer satisfaction & Trustpilot ratings
• Complaint and escalation metrics (volume, resolution time)
• Service standards (first‑contact resolution, speed to answer, backlog)
• Operational KPIs (installation times, fault resolution)
• Commercial impact (cost to serve, churn, retention)
• Supplier SLA performance
• People metrics (engagement, attrition, capability)
• Growth readiness (integration success, scalability)
• Candidate Profile

Experienced senior service leader with a track record of driving high‑volume, regulated customer operations.

The ideal candidate is structured, commercially aware, and capable of building scalable, customer‑first service systems.

Essential Experience

• Senior leadership in telecoms, broadband, utilities or a large customer‑service organisation.
• Led customer service, technical support, provisioning, or complaints teams.
• Deep understanding of customer experience metrics and performance management.
• Experience managing service KPIs, dashboards and board reporting.
• Proven ability to improve processes, reduce failure demand and scale operations.
• Strong people leadership – managing managers and fostering high performance.
• Supplier and partner relationship management.
• Expertise in complaint handling and escalation.
• Commercial acumen linked to service, churn and profitability.
• Adaptability to fast‑paced growth and shifting priorities.
• Excellent communication and influence across departments.
• Hands‑on leadership style with confidence to challenge performance.

Desirable Experience

• Direct residential broadband or fibre experience.
• Knowledge of Ofcom regulations, ADR and vulnerable customer obligations.
• Experience with One Touch Switch, provisioning, migrations or number porting.
• Experience with major wholesale providers (Openreach, City Fibre, BT, etc.).
• Background in M&A or customer base integration.
• Proven record improving public review scores (Trustpilot, NPS, CSAT).
• Experience implementing customer‑service technology, automation, AI or workflow platforms.
• Background working across multiple brands within a group.
• Understanding of billing, compensation, credits and account correction processes.

Skills & Competencies

• Strategic Thinking
• Build service plans that support company growth.
• Operational Discipline
• Translate strategy into measurable processes.
• Customer Focus
• Champion the customer experience.
• Commercial Awareness
• Link service quality to financial outcomes.
• Leadership Strength
• Lead managers and teams with clarity and fairness.
• Supplier Management
• Hold partners accountable while maintaining productive relationships.
• Change Leadership
• Navigate growth, acquisitions, and technology shifts.
• Regulatory Awareness
• Ensure compliant, fair treatment in a regulated environment.
• Data‑Led Decision Making
• Use evidence and insights to prioritize improvements.
• Communication
• Articulate clearly across all stakeholders.
• Personal Attributes
• Customer‑first mindset without compromising standards.
• Hands‑on yet strategic thinking.
• Calm under pressure.
• Clear, direct, and fair.
• Commercially aware.
• Data‑led but people‑focused.
• Challenges senior colleagues about risks constructively.
• Resilient in fast‑moving environments.
• Creates structure without unnecessary bureaucracy.
• Passionate about building a trustworthy service culture.

Benefits

• 50% off Home Telecom broadband after probation – free after 2 years.
• 25 days holiday, increasing to 30 days with service + public holidays + birthday off.
• Salary sacrifice pension scheme.
• Local company discounts.
• Buy & sell holiday scheme.
• Friday fridge treats.
• £500 refer‑a‑friend bonus.
• £250 Bright Ideas reward scheme.
• Regular company events: summer, Christmas, sports day.
• Aviva Health Care – 24/7 Doctor, counselling & bereavement support.
• Free eye care vouchers.
• Free parking or discounted options.
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