We Do What We Say and We Care. That’s why we need people like you who enjoy improving the way things are done, working with teams and turning new ideas into practical solutions that make a real difference.
We have an exciting opportunity for an experienced Operations Manager to join the IMRDS Alliance at Clancy, supporting Anglian Water. This is a key leadership role where you will help shape operational performance, improve customer experience, and lead a high performing team through change and continuous improvement.
The Role
As a member of the IMA Senior Management Team, you will lead the Operational Management Centre, ensuring the delivery of a safe, efficient and customer focused service. You will oversee appointment management, scheduling, non-household customer contact, outbound communications, and workforce planning, ensuring strong operational performance and positive customer outcomes.
Activities
- Lead the Operational Management Centre, ensuring safe, efficient and effective day-to-day operations.
- Oversee appointment scheduling and workforce planning across IMA, ensuring delivery aligns with customer needs, service targets and business priorities.
- Manage resources and budgets effectively to deliver strong operational performance and value for money.
- Drive delivery of key customer service and business performance measures.
- Lead continuous improvement activity to enhance performance, customer experience and operational efficiency.
- Work collaboratively with internal teams to simplify and improve metering office services across enquiries, leaks, complaints and related customer interactions.
- Develop and improve team structures, processes and systems to support current and future operational needs.
- Lead, coach and develop managers and teams, building a high performing culture focused on accountability and engagement.
- Build and maintain strong stakeholder relationships, influencing outcomes and ensuring effective delivery.
Qualifications
You are an experienced operational leader with a strong track record of managing customer service or operational teams in fast paced, complex and regulated environments. Educated to degree level or with equivalent experience, you are driven by delivering excellent outcomes for customers, colleagues and the business.
You make confident, well reasoned decisions, combining sound judgement with commercial awareness to improve performance, solve problems and drive change. You are skilled in performance management and coaching, and take pride in developing people and enabling teams to achieve their full potential.
With strong communication and negotiation skills, you can influence a wide range of stakeholders, including senior leaders and external partners, translating strategic priorities into clear actions and measurable outcomes.
You bring a solid understanding of metering processes, alongside experience of financial management, budgeting and delivering value for money. You are also highly IT literate, with experience of systems such as SAP and Oracle.
Above all, you are a collaborative and trusted leader who champions continuous improvement, develops others and delivers lasting impact through accountability, innovation and teamwork, consistently raising standards and improving outcomes across the operation.
Benefits
In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24‑26 days per annum. We also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well‑known retailers, cycle to work scheme, and an Employee Assistance Programme.
Clancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. If you require any reasonable adjustments to be made for you to attend an interview, please do let us know and we will be happy to accommodate.
We are proud signatories of the Armed Forces Covenant and Disability Confident Committed.
