At a Glance
- Tasks: Lead a dynamic team of dispatchers in a fast-paced telecommunications hub.
- Company: Join a leading telecommunications company with a focus on innovation and teamwork.
- Benefits: Enjoy a competitive salary, generous holiday, pension scheme, and career growth opportunities.
- Other info: Be part of a supportive environment that values your contributions and development.
- Why this job: Make a real impact by ensuring efficient service delivery and customer satisfaction.
- Qualifications: Experience in managing large teams and knowledge of telecoms or logistics is essential.
The predicted salary is between 50000 - 60000 £ per year.
We are looking for an experienced and motivated Operations Manager to lead a busy telecommunications dispatch hub supporting the Openreach network based in our Wembley office. In this role, you will oversee a team of more than 100 dispatchers responsible for coordinating engineers completing residential fibre and copper installations, repairs, and service appointments. This is a fast-paced operational leadership role where no two days are the same. You’ll be responsible for ensuring engineers are deployed efficiently, customer commitments are met, operational targets are achieved, and teams remain engaged and high-performing.
The ideal candidate will have strong people management experience, excellent operational awareness, and a background in telecoms, field service, logistics, or workforce management environments.
What You’ll Be Doing:
- Managing the day-to-day running of a large telecommunications dispatch hub
- Leading, coaching, and developing a team of 100+ dispatchers and operational support staff
- Creating a high-performance culture focused on service delivery, accountability, and customer experience
- Supporting Team Leaders and Supervisors to deliver operational targets
- Overseeing the real-time coordination of engineers across fibre and copper installation activity
- Ensuring engineers are effectively allocated to appointments and workloads are balanced efficiently
- Monitoring operational risks, escalations, missed appointments, and jeopardised jobs
- Working closely with field operations and planning teams to maximise productivity and service performance
- Monitoring and improving key operational KPIs, including:
- SLA performance
- Right First Time completion
- Engineer utilisation
- On-time arrivals
- Customer satisfaction
- Repeat visits
- Producing operational reports and identifying opportunities for improvement
- Implementing process improvements to increase efficiency and service quality
- Acting as a key operational contact for internal teams and Openreach stakeholders
- Supporting service escalations and major operational incidents
- Building strong relationships across operational and support functions
What We’re Looking For:
- Previous experience managing large operational, dispatch, or workforce management teams
- Background in telecommunications, utilities, logistics, field service, or contact centre operations
- Experience working in a fast-paced operational environment with live service delivery responsibility
- Strong leadership and people management skills
- Excellent organisational and decision-making ability
- Strong communication and stakeholder management skills
- Comfortable analysing operational data and performance metrics
- Experience supporting fibre and copper network operations on the Openreach network (essential)
- Workforce management or dispatch system experience
What You’ll Get in Return:
- Competitive PAYE salary
- 20 days’ holiday plus bank holidays
- Company pension scheme
- Cycle to Work scheme
- Excellent opportunities for career progression
Ready to Take the Next Step? If you’re looking for a role where your organisation and efficiency truly make a difference, and you want to be part of a growing, supportive team—we’d love to hear from you.
Operations Manager - Dispatch Hub in Wembley employer: Kelly Rail
Join our dynamic team in Wembley as an Operations Manager, where you'll lead a vibrant dispatch hub within the telecommunications sector. We pride ourselves on fostering a high-performance culture that values employee development and offers excellent career progression opportunities, alongside a competitive salary and benefits package. With a focus on teamwork and operational excellence, this role provides a unique chance to make a significant impact in a fast-paced environment while enjoying the support of a dedicated team.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager - Dispatch Hub in Wembley
✨Tip Number 1
Network like a pro! Reach out to people in the telecoms and operations space, especially those who work at companies you're interested in. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to operations management. Think about your past experiences and how they relate to the role of an Operations Manager. We want you to shine!
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've managed teams and improved operational efficiency. This is your chance to demonstrate that you can lead a busy dispatch hub!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Operations Manager - Dispatch Hub in Wembley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and operational management experience, especially in telecoms or logistics, to show us you’re the right fit for our busy dispatch hub.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about this role. Share specific examples of how you've led teams and improved operational efficiency in previous positions. We want to see your personality shine through!
Showcase Your Achievements:When detailing your experience, focus on quantifiable achievements. Did you improve KPIs or enhance team performance? Numbers speak volumes, so let us know how you made a difference in your past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. We can’t wait to hear from you!
How to prepare for a job interview at Kelly Rail
✨Know Your Operations Inside Out
Before the interview, make sure you understand the key operational metrics and challenges in a dispatch hub. Familiarise yourself with terms like SLA performance and engineer utilisation, as these will likely come up during your chat.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led large teams in fast-paced environments. Think about specific situations where you improved team performance or resolved conflicts, as this will demonstrate your people management experience.
✨Be Ready to Discuss Process Improvements
Think of instances where you've implemented process improvements that increased efficiency or service quality. Be ready to discuss the impact of these changes and how they relate to the telecommunications sector.
✨Engage with Stakeholder Management
Since this role involves working closely with various stakeholders, prepare to talk about your experience in managing relationships across different teams. Highlight any successful collaborations that led to improved operational outcomes.
