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- Tasks: Lead weekend operations, ensuring top-notch service delivery and team support.
- Company: Join a dynamic team in a fully remote role with a focus on operational excellence.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Be the frontline leader making a real impact in a fast-paced environment.
- Qualifications: Proven experience in customer service and strong leadership skills required.
- Other info: Enjoy a supportive culture with regular team interactions and career advancement opportunities.
The predicted salary is between 28000 - 35000 £ per year.
Location: Fully Remote
Contract: Ongoing Temp to Perm
Hours: 32 hours per week
Working Pattern: Friday to Monday, 7:00am - 4:00pm
Salary: £28,000 per annum (£35,000 FTE)
Reports to: Head of Operations
We are seeking a highly capable and hands-on Deputy Operations Manager to provide senior operational leadership across weekend service delivery. This is a critical role, acting as the senior operational presence from Friday through to Monday, ensuring continuity, quality, and performance across all operational workflows. This role is ideal for a confident operational leader who enjoys being on the frontline — working alongside the team, handling live operational activity, while also providing leadership, oversight, and decision-making in real time. Proven experience in a customer service or complaints management environment is essential.
Key Responsibilities
- Work alongside the operations team, supporting day-to-day service delivery across fulfilment, outbound calling, complaints, live chat, and email.
- Lead by example, maintaining high standards of pace, quality and professionalism.
- Take full ownership of weekend operational performance.
- Monitor live workloads and queues to ensure SLAs and KPIs are consistently achieved.
- Identify emerging risks or issues and take swift corrective action.
- Act as the senior operational lead during weekend shifts.
- Provide clear direction, real-time decision-making, and escalation handling.
- Coach and support team members, addressing performance or conduct concerns as they arise.
- Ensure all activity complies with internal processes, GDPR and relevant legislation.
- Stay aligned with changes to systems, policies and client requirements introduced outside working days.
- Identify operational inefficiencies, risks, and improvement opportunities.
- Support wider operational objectives and ad-hoc priorities as required.
Skills & Knowledge
- Proven experience in a senior operational or service-led environment.
- Minimum 2 years' experience at senior manager level in customer service or complaints management.
- Strong understanding of SLAs, KPIs and performance management.
- Confident decision-maker, able to work calmly under pressure.
- Highly organised with strong IT skills and confidence using multiple systems.
- Proactive, adaptable, and comfortable working in a fast-paced environment.
- Minimum 2 years' experience working from home.
- A dedicated, distraction-free home working space with own laptop and screens.
- Ability to work independently and stay aligned with weekday operational changes.
- Ability to travel to meetings every 4-6 weeks.
- Occasional weekdays cover for the Head of Operations may be required (paid overtime).
- Basic DBS check required.
Deputy Operations Manager in Portsmouth employer: The Workshop
Contact Detail:
The Workshop Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Deputy Operations Manager in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Deputy Operations Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to operational leadership and customer service. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your hands-on experience! When you get the chance to chat with potential employers, share specific examples of how you've led teams and improved performance in previous roles. Real-life stories resonate well!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Deputy Operations Manager in Portsmouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your operational leadership experience and any relevant customer service roles to show us you're the right fit for the Deputy Operations Manager position.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role. Share specific examples of how you've successfully managed operations or led teams in the past, and don’t forget to mention your ability to work under pressure!
Showcase Your Skills: In your application, emphasise your understanding of SLAs and KPIs, as well as your decision-making abilities. We want to see how you can contribute to maintaining high standards and improving operational efficiency.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at The Workshop
✨Know Your Operations Inside Out
Make sure you understand the key responsibilities of a Deputy Operations Manager. Familiarise yourself with SLAs, KPIs, and how they impact service delivery. This will help you demonstrate your operational knowledge during the interview.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you handle real-time decision-making. Share examples from your past experiences where you've successfully led a team through challenges, especially in a customer service or complaints management context.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to manage live operational activities. Think of specific scenarios where you've identified risks or inefficiencies and how you took corrective action. This will show your proactive mindset and problem-solving skills.
✨Demonstrate Your Adaptability
Highlight your experience working in fast-paced environments and how you adapt to changes. Discuss your home working setup and how you maintain productivity while staying aligned with weekday operations. This will reassure them of your capability to thrive in a remote role.
