Head of Operational Excellence & Support in Northampton

Who Are We? We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades. We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. Through our global social impact strategy, called 'The Big Dreams Project’, we're working to help 10,000 small businesses start or grow by 2030.

What Is the Opportunity? Stepping into this crucial 12-month maternity cover, you will oversee the commercial performance, customer experience, and people leadership of our operational excellence and support proposition. Your primary focus will be steering the frameworks that keep our UK Contact Centre thriving - specifically across operational excellence, quality assurance, resource planning, and onboarding and training.

Unlike typical operational roles, this isn't just about hitting metrics; it's about leading an award-winning environment - recently named the best large contact centre of the year. You will act as the linchpin that connects high-level strategy to daily excellence, ensuring our teams are perfectly equipped and supported to deliver exceptional experiences for the small businesses we protect.

As our Head of Operational Excellence & Support, you’ll:

• Lead, guide, and create meaningful development plans for the leaders in your business area.
• Directly steer our operational excellence, resource planning, quality assurance, and onboarding frameworks to ensure optimal personnel levels and roadmaps for commercial success.
• Partner with leaders across Product, Commercial, Finance, and People teams to collaborate effectively on new and established initiatives.
• Drive the achievement of KPIs and OKRs to meet significant growth targets and improve our operational effectiveness across New Business Sales, Renewals and Customer Service.
• Obsess over results, providing clear insights and commentary to the wider Operation and Simply Business leadership.
• Step into an established operation, quickly building trust to maintain stability and drive performance against targets from early on.

We’re looking for someone who is:

• An expert in contact centre support, bringing deep operational knowledge in at least two of the following: resource planning, quality assurance, or onboarding and training.
• A proven leader with a strong track record of motivating and developing high-performing support teams in a contact centre environment.
• Highly analytical and strategically minded - capable of bringing the "outside in" by acting as a window to the wider industry, translating external market shifts, competitor insights, and emerging trends into actionable internal strategies.
• An excellent communicator and presenter who can effectively interact with stakeholders at all levels to execute change management.
• Passionate about understanding customer behaviours and acting on those insights to drive revenue growth and service targets.
• Adaptable, pragmatic, and able to effectively balance competing priorities both within and outside the UK Operation.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.

By ensuring our contact centre is flawlessly resourced, trained, and quality-driven, you'll be building the essential foundation our teams need to thrive. Apply today and help us enable big dreams for small businesses.

What are the benefits of working at Simply Business:

• We offer a great work-life balance where workloads are manageable and everyone has the flexibility to work hybrid.
• On top of the 25 days annual leave (plus bank holidays), we offer the option to buy five more days of holiday with your flexible benefits.
• Our flexible parental leave allows you to approach an important time how you want - with six months full pay to the primary caregiver and four weeks full pay if you're the secondary caregiver.
• Our life event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday.
• Long-serving employees get a two week paid sabbatical after five years of service, then four weeks off after ten years of service.
• Private medical insurance through BUPA, that covers any pre-existing condition is a core benefit. Plus a health cash plan that covers your everyday medical expenses.
• We offer a competitive salary based on your experience and the current market. Plus the potential to earn an annual bonus based on performance.
• Access to tools to support your personal development on our dedicated learning platform. As well as support for your mental health with access to counselling.
• We match what you put into your pension up to five per cent. And pass on a tax-free sum that's four times your basic salary with our life assurance policy, with the option to increase it to ten times through our flexible benefit scheme.
• Our salary sacrifice car scheme gives you the option to buy a brand new, fully insured, and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service).
• Our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover, dental insurance, travel insurance, or a gym membership.

Ready to join us and drive our success as a high-performing team? Apply today.

Employment Practices: Simply Business is committed to providing equality and opportunities for all employees and candidates considering a career with us. We offer a workplace where colleagues are treated with respect and dignity. We don’t (and won’t) discriminate either directly or indirectly on the grounds of race, colour, religion, belief, political opinion, disability, nationality, ethnic origin, sex, sexual orientation or relationship status at any stage of the hiring process or during the course of your employment.