Operations & Parts Team Manager (Contact Centre Logistics) in Bath

This is an opportunity to join a well-established national organisation operating within the specialist services, repairs and aftercare sector. The business partners with leading retailers, insurers and commercial clients to deliver end-to-end customer support and operational solutions that sit at the heart of the customer journey. With a strong reputation for service delivery, operational excellence and continuous improvement, the organisation relies on a high-performing logistics, scheduling and coordination function to ensure customer jobs are progressed efficiently from start to finish. Data, insight and people leadership play a central role in driving performance and improving customer outcomes.

As an Operations & Parts Team Manager, you will lead a busy contact centre-based operational team responsible for managing parts coordination, Work in Progress (WIP), supplier activity and job progression. This is a hands-on leadership role that combines people management with strong operational oversight, data-led decision making and continuous improvement. You will be responsible for ensuring smooth workflow, reducing delays, improving efficiency and maintaining high levels of service delivery. You will also play a key role in shaping team culture, driving engagement and supporting operational change within a fast-paced and evolving environment.

• Lead, coach and develop a high-performing operational team within a contact centre environment
• Manage Work in Progress (WIP) to ensure efficient progression and completion of jobs
• Use management information (MI), reporting and data analysis to monitor performance and drive improvement
• Track and improve productivity, quality, attendance and team engagement
• Oversee parts ordering, stock control and supplier coordination
• Identify trends, risks and opportunities to improve operational performance and customer outcomes
• Support compliance with internal processes and regulatory standards, including FCA requirements
• Collaborate with wider operational and commercial teams to ensure a seamless customer journey
• Support the implementation of new systems, processes and operational change
• Foster a positive, accountable and high-performance team culture

We are looking for someone with strong operational leadership experience who thrives in a fast-paced, data-driven environment. You will bring:

• Proven experience in people management within a contact centre or operational environment
• Strong background in WIP management, workflow coordination or job progression
• Confidence using MI, reporting and data analysis to drive performance improvements
• Experience overseeing stock, parts, suppliers or similar operational/logistics processes
• Strong leadership skills with a track record of developing and motivating teams
• Excellent organisation, prioritisation and problem-solving skills
• Strong communication and stakeholder management ability
• Experience working in a fast-paced and/or regulated environment
• Strong Microsoft Office / Microsoft 365 skills and confidence using operational systems
• A proactive, accountable and customer-focused mindset

Competitive salary (£28,789 - £35,000 DOE), pension scheme, 24/7 GP access for you and your household, retail, cinema and brand discounts, clear progression and development opportunities, employee recognition and reward schemes, mental health and wellbeing support, including trained first aiders, Employee Assistance Programme (counselling, financial and legal support), regular engagement activities and social events, free on-site parking (where applicable) and good transport links.

If you are an experienced operational leader with a passion for driving performance, improving processes and leading high-performing teams, we would like to hear from you.