Operations Support Manager
Due to exciting continued growth, we are seeking a highly experienced Operations Support Manager with extensive knowledge of customer service and people management to provide our 6‑Star front‑of‑house service delivery.
This full‑time role operates Monday‑Friday 9am‑5pm, based in and around central London. Salary: £44,000 with 28 days holiday per annum including bank holidays.
Key Responsibilities
- Provide all levels of support to the Head of Operations and wider team as required
- Organise, plan and allocate resources
- Inductions, training and development of staff
- Recruitment, management and scheduling of the relief team
- Carry out weekly site visits
- Provide short‑notice cover for absences to ensure seamless service to clients
- Schedule shifts for front‑of‑house personnel
- Manage and oversee all holiday requests
- Conduct and monitor staff appraisals, handling HR and disciplinary issues
- Provide onsite/off‑site customer‑service training as needed
- Support operations team with recruitment, H&S activities, operational reports and minute taking
- Develop, build and strengthen client relationships
- Innovate and support front‑of‑house events and incentives for teams onsite, in collaboration with clients
- Ensure consistent delivery of our 6‑Star guest experience
- Be proactive and anticipate client or customer requirements professionally
- Mentor and motivate staff to provide excellent customer service
- Multi‑task and work well under pressure
Person Specification
- Excellent communication and dynamic interpersonal skills
- Innovative, proactive approach
- Experience in a similar role such as Customer Service Manager, Front‑of‑House Manager or Hospitality Manager, ideally across multiple sites
- Experience with staff appraisals and HR processes
- Exceptional customer focus and care; flexibility, energy and desire to understand company cultures
- Informed about minute taking (advantageous)
- Strong organisational skills with proven experience managing a team in a demanding, fast‑paced environment
- Ability to liaise with clients, build working relationships and manage conflicting priorities
- Good understanding of MS Office and ability to deliver presentations and user guides
- Professional, highly driven, flexible, enthusiastic, self‑motivated team player
- Excellent interpersonal skills at all levels
- Immaculate presentation
- Ability to work independently with confidence, using initiative as required
- Proactively look for opportunities to enhance client/visitor experience
- Maintain and practice a high degree of confidentiality at all times
- 5 years of verifiable work history
What We Offer
- Highly competitive salary within the corporate sector
- CPD – bespoke training, learning & development opportunities and licence ups‑kill where applicable
- Discretionary uniform budget
- Cycle‑to‑work scheme
- Social events and activities
- Employee mental health assistance helpline
- Recognition schemes including employee of the month programme
