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- Tasks: Lead and coordinate support services to ensure smooth operations across the organisation.
- Company: Join OCU, a values-driven company focused on collaboration and inclusion.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing operational efficiency and customer service excellence.
- Qualifications: Proven senior leadership experience in managing multiple support functions.
- Other info: Be part of a diverse team that values integrity, respect, and innovation.
The predicted salary is between 43200 - 72000 £ per year.
OCU has a new opportunity for a Support Services Director to join us based in Leeds or Stockport in the transformation and growth across the business. The Support Services Director plays a pivotal leadership role in ensuring the organisation operates smoothly, efficiently, and strategically across all non-core operational functions. This role exists to enable excellence ensuring teams have the infrastructure, resources, systems, and environment they need to perform at their best.
With responsibility spanning facilities, property, call centres, security, IT enabled operations, customer service, the Support Services Director ensures the organisation’s foundations are robust, responsive, and aligned to strategic goals. By fostering strong collaboration and clear accountability, this role allows operational and frontline teams to focus on delivering outstanding outcomes without being hindered by operational challenges.
Key Areas of Responsibility
- Leadership, Management & Coordination
- Provide strategic and operational leadership across multiple support functions, ensuring alignment, compliance, and efficiency, including: Property Management, Facilities Management, Site Security.
- Ensure all departments operate smoothly, efficiently, and in full compliance with internal policies, contractual obligations, and regulatory requirements.
- Develop, implement, and continuously improve customer service protocols across all service channels.
- Ensure consistent, high-quality customer experiences supported by clear processes, training, and performance monitoring.
- Use customer insight and data to drive service innovation and improvement.
- People & Performance Management
- Lead the recruitment, development, and performance management of support services staff.
- Build a high-performing, motivated, and customer-focused team culture.
- Ensure teams understand and meet contractual and client performance measures, intervening early where performance falls below expectations.
- Implement recovery plans to address underperformance and restore service levels.
- Develop and administer departmental budgets, ensuring effective resource allocation and cost efficiency.
- Negotiate, manage, and monitor contracts with external suppliers and service providers to ensure value for money and service excellence.
- Implement and maintain comprehensive data reporting systems to track operational and customer service performance.
- Analyse performance metrics to identify trends, risks, and improvement opportunities.
- Ensure reporting meets client requirements, contractual obligations, and agreed deadlines.
- Act as a key partner to other department heads, ensuring support services are embedded within organisational planning and strategy.
- Facilitate collaboration that removes barriers, improves workflows, and enhances organisational effectiveness.
- Disaster Recovery & Business Continuity
- Lead the development and coordination of disaster, incident recovery, and business continuity plans.
- Ensure preparedness across support services to minimise disruption during emergencies and critical incidents.
Proven experience at a senior leadership level managing and overseeing multiple support operational service functions within a large, geographically dispersed organisation. Extensive experience overseeing property and facilities management across operational depots, offices, and critical infrastructure sites, including compliance with health, safety, and environmental standards. Strong experience in site security and critical infrastructure protection, including access control, risk assessment, and incident response coordination. Demonstrated leadership of customer service operations / call centres within a regulated or essential services environment, including the development of customer service frameworks and performance management against contractual or regulatory measures. Experience overseeing or working closely with a National Operating Centre (NOC) or equivalent 24/7 operational control function, supporting incident management, escalation, and service restoration activities. Proven track record in marketing, communications, and stakeholder engagement, including internal communications, customer notifications, and issue or incident-related messaging in high-profile environments. Experience leading business continuity, disaster recovery, and emergency response planning within safety-critical or 24/7 operational environments.
Driven by values, powered by inclusion. At OCU, our values guide everything we do: integrity, collaboration, respect, innovation and one company united. They shape how we work with our clients, communities, and each other. We believe that inclusion is more than a principle — it’s the foundation of our success. By embracing equity and ensuring that every individual has the opportunity to thrive, we create a workplace where diverse perspectives are valued, and everyone feels they belong. Together, we build stronger teams, deliver better outcomes, and grow in ways that reflect the communities we serve.
If you want to be part of a culture where values matter and inclusion is at the heart of everything we do apply now and help us shape the future together.
If you are invited to progress in the recruitment process, will you require any reasonable adjustments to support you? Please let us know so we can ensure the process is accessible and fair for you. Any information you share will be treated confidentially and will only be used to support you during the recruitment process.
Support Services Director in Stockport employer: OCU
Contact Detail:
OCU Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Services Director in Stockport
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. This way, when you walk into that interview, you can show them you’re not just another candidate – you’re the perfect fit for their team!
✨Tip Number 3
Practice makes perfect! Get a friend or mentor to do mock interviews with you. This will help you refine your answers and boost your confidence. Plus, it’s a great way to get feedback on how you come across.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our company. Let’s make it happen together!
We think you need these skills to ace Support Services Director in Stockport
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in support services. We want to see how your skills align with the key areas of responsibility mentioned in the job description.
Showcase Your Leadership Skills: As a Support Services Director, leadership is crucial. Use your application to demonstrate your past experiences in leading teams and managing multiple functions. We love seeing examples of how you've fostered collaboration and accountability.
Highlight Customer Service Experience: Since customer service is a big part of this role, share specific examples of how you've developed and improved customer service protocols. We’re keen to know how you’ve used data to drive service innovation!
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 during the recruitment process.
How to prepare for a job interview at OCU
✨Know Your Stuff
Before the interview, dive deep into OCU's mission and values. Understand how the role of Support Services Director aligns with their strategic goals. This will not only show your enthusiasm but also help you articulate how your experience can contribute to their success.
✨Showcase Your Leadership Skills
Prepare specific examples that highlight your leadership experience in managing multiple support functions. Be ready to discuss how you've fostered collaboration and accountability in previous roles, as this is crucial for the position.
✨Data-Driven Decision Making
Since the role involves analysing performance metrics, come prepared with examples of how you've used data to drive service improvements. Discuss any tools or systems you've implemented to track operational performance and customer satisfaction.
✨Cultural Fit Matters
OCU values inclusion and collaboration, so be sure to express how you embody these principles. Share experiences where you've built diverse teams or improved team culture, showing that you can contribute positively to their work environment.
