Operation Support Manager - 13 Months Maternity Cover in Feltham

£39,000 - £40,000

Feltham

13 Months Maternity Cover

Hours - Mon - Friday 7.30am - 4.00pm

About Lampton Services

Lampton Services is a division of the Lampton Group of companies, a Local Authority Trading Company wholly owned by the London Borough of Hounslow (LBH). The business is split into three distinct entities, Recycle 360, Greenspace 360 and Coalo. We provide a range of services, commissioned by LBH, for residents in the borough. From collecting recycling and waste, to maintaining parks, repairing and upgrading homes to managing allotments, Lampton Services is at the heart of the Hounslow community working every day to make it a great place to live. We also have a number of commercial teams, providing specialist services to businesses with any surplus we make through these activities being returned to the council for investment locally. Businesses engaging our services can be assured that they are contributing true social value to our community.

About the Job

Operational Support Services are continuing to develop, and this role plays a key part in supporting the effective delivery of our planned, reactive, adhoc and commissioned workstreams. The Operational Support Manager will lead and coordinate the operational support function, overseeing planning and administration functions to ensure services are delivered efficiently, compliantly and to a high standard.

You will manage a team for the coordination of planned programmes, ad‑hoc commissioned works and day‑to‑day operational activity from instruction through to completion, ensuring workloads are planned effectively, priorities are managed and communication with residents, leaseholders and clients remains clear and proactive.

Working collaboratively with internal teams, contractors, suppliers and clients, you will build strong working relationships that support effective service delivery, performance management and customer satisfaction.

You will oversee the administration, planning and tracking of repairs, maintenance and planned works across the housing portfolio, ensuring jobs are accurately raised, monitored and communicated through internal systems and the CRM.

You will ensure that operational data, case management and performance information is maintained accurately within systems to support reporting, compliance, complaint resolution and continuous service improvement.

Key Responsibilities and Duties:

• Lead and manage the day-to-day Operational Support function, ensuring planners, leasehold administrators and support staff deliver effective administrative and operational support services in line with business requirements, contractual obligations and service standards.
• Provide line management, leadership and support to planners, and operational support staff, including regular one-to-one meetings, performance management, wellbeing support, absence management, coaching and workload prioritisation.
• Act as the primary operational point of contact for internal stakeholders, clients, leaseholders, contractors and suppliers, ensuring enquiries, issues and escalations are managed effectively and resolved in a timely manner.
• Work closely with Heads of Service, Service Managers and operational teams to support the efficient delivery of planned, reactive and commissioned work programmes.
• Monitor team performance, workloads and service delivery, producing accurate management information, KPI reports and operational updates to support performance monitoring and decision-making.
• Lead the coordination commissioned and non-core commissioned works and operational activities.
• Oversee the effective management of complaints and customer communications through the CRM or GovServ system, ensuring timely responses, accurate record keeping and compliance with agreed procedures.
• Manage and respond to day-to-day operational issues and escalations, providing guidance and support to the team to maintain service continuity and customer satisfaction.
• Coordinate month-end operational reporting activities, including monitoring job completions, productivity data, workstream performance and financial information, ensuring reports are completed accurately and submitted within agreed timescales.
• Support budget monitoring and financial reporting processes for non-core commissioned work, by providing operational data, validating information and assisting with financial reconciliations relating to planned programmes and commissioned works.
• Represent the Operational Support function at internal meetings, operational review meetings and client performance meetings as required.
• Maintain effective communication with clients, contractors, internal teams, demonstrating professional written and verbal communication skills and effective use of IT systems, including Microsoft Office applications and operational management systems.
• Undertake any other duties commensurate with the level and responsibilities of the role.

Education & Qualifications Required:

Essential Experience & Knowledge

• Proven experience managing operational support functions within planned works, reactive or commissioned workstreams.
• Experience of line managing planners and/or administrative teams, including performance management and workload coordination.
• Strong understanding of service delivery within a customer‑focused, contract‑driven environment.
• Experience using and managing CRM systems to track complaints, enquiries and correspondence.
• Experience producing performance, workload and management information reports.
• Knowledge of contractor coordination, onboarding processes and compliance requirements.

Skills & Competencies

• Strong organisational and prioritisation skills with the ability to manage multiple workstreams simultaneously.
• Excellent communication skills, confident liaising with clients, leaseholders, contractors, suppliers and internal stakeholders.
• Ability to analyse data, identify trends and support service improvement.
• Confident user of IT systems including CRM platforms, Excel, Word and internal operational systems.
• Effective problem‑solver with the ability to respond flexibly to day‑to‑day operational issues.

Behaviours & Approach

• Proactive, reliable and detail‑focused with a strong sense of accountability.
• Collaborative team player who supports and develops colleagues.
• Customer‑focused with a commitment to timely, accurate and high‑quality service delivery.
• Professional and resilient when managing complaints, councillor enquiries and challenging situations.

Demonstrating Lamptons CORE behaviours. Our companies represent a bold, new and ambitious approach by a London Borough. Underpinning everything we do are our CORE values: Customer First. One Team. Respectful. Energised.

Diversity, equity and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process.