Operations Team Manager (Nights)

Hours: 44 hours per week, 4 nights on 4 nights off.

We are the Pure Group, and we’re looking for an Operations Team Manager (Nights) to join our team in Andover. This is a rewarding opportunity for a hands‑on leader who leads by example, takes pride in delivering high standards, and is passionate about supporting families through sensitive moments with empathy, professionalism, and exceptional service.

Who Are We? The Pure Group was formed with the primary focus to disrupt the market and has grown into a leading group of companies specialising in end‑of‑life and later‑life planning – including funeral plans, insurance products and cremation services. We’re fast‑moving, high‑growth, and entrepreneurial, with a direct‑to‑consumer model and FCA regulation. We’re proud to be the market leader, with phenomenal brand awareness, and more 5‑star Trustpilot reviews than any of our competitors. We take pride in our Pure Values – we Care Deeply about our customers and each other, we Take Accountability for everything we do, and we Never Settle for second best. Working at Pure means joining a diverse, passionate, and growing team that truly makes a difference.

The Role: The role of Operations Team Manager (Nights) is a unique opportunity to take the lead across our overnight operation, acting as the senior point of contact and escalation for teams working throughout the night. From supporting our Private Ambulance Crew, Crematorium Technicians, and Mortuary Attendants, to leading and developing your own team of Customer Care Advisors, you will play a pivotal role in ensuring every part of our service runs smoothly, safely, and compassionately out of hours. This is a hands‑on leadership role where no two nights are the same. You will provide operational oversight, make confident decisions, support colleagues in real time, and help maintain the exceptionally high standards our families expect from Pure. For someone who thrives in a fast‑paced environment, enjoys leading from the front, and takes pride in supporting both people and operations, this is an incredibly rewarding opportunity to make a genuine impact.

Summary of Responsibilities and Duties:

• Manage the individual and collective performance of the team during night shifts.
• Ensure all KPIs and SLAs are achieved or exceeded for the relevant rotation.
• Undertake regular 1:1 meetings, performance reviews, coaching and development discussions.
• Support performance management activity including QA outcomes, development plans and disciplinary processes where required.
• Lead the induction and training of new employees to ensure compliance with Company standards and procedures.
• Act as a role model, coaching and mentoring team members to achieve Company standards and adherence to policies.
• Provide overnight operational oversight across Customer Care and associated night‑time activities to ensure service continuity, safety and adherence to documented processes.
• Act as an escalation point for operational, people or service issues arising overnight, supporting resolution and ensuring appropriate senior visibility.
• Ensure a clear, accurate and timely handover of overnight activity, incidents and risks to relevant daytime managers.
• Support effective overnight transport and logistics activity by identifying and escalating vehicle, route or capacity issues impacting service delivery.
• Liaise with relevant colleagues to identify, record and escalate facilities, plant and equipment issues in line with Company procedures.
• Champion Health and Safety during night operations, ensuring safety and people welfare are prioritised at all times.
• Support compliance with statutory, regulatory and Company requirements including data protection.
• Act as first point of escalation for expressions of dissatisfaction, complaints and complex customer enquiries.
• Ensure HR‑related administrative tasks are completed in line with Company policy.

Skills and Capabilities:

• People Management – proven ability of leading, coaching and motivating a team to ensure they operate and exceed performance standards.
• Customer Care – a high degree of customer care is paramount to aid the support of the bereaved.
• Performance Management – proven ability in holding a team accountable for performance.
• Ability to change behaviour – ability to drive a change in behaviour, through coaching, influencing and accountability.
• Effective Communicator – the ability to effectively communicate to your team and with the wider business.
• Ability to interpret data – utilise key data to drive decisions and challenge team performance.

Life Assurance, Company Pension or SMART Pension option, Family‑friendly occupational benefits, Employee Assistance Programme – 24/7 support, Comprehensive Induction and Learning and Development Academy, Discounted Gym Membership and Cycle to Work Scheme.

Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed. We reserve the right to close this advertisement early if we receive a high volume of suitable applications. The Pure Group strives to be an equal opportunity employer. We welcome applications from all backgrounds — regardless of age, gender, ethnicity, sexual orientation, disability, religion or belief. We celebrate difference, because we believe it enriches our work and helps us care more deeply. If you’d like extra support or adjustments during the recruitment process, please let us know.