Head of Operational Excellence & Support

\n Job Description\n

Position: Head of Operational Excellence & Support (12‑month maternity cover)

Overview\n

Stepping into this crucial12‑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 across operational excellence, quality assurance, resource planning and onboarding & training. 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.

Responsibilities\n

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

Qualifications\n

\n
• Expert in contact‑centre support with deep operational knowledge in at least two of the following: resource planning, quality assurance, onboarding & training.
\n
• Proven leader with a strong track record of motivating and developing high‑performing support teams in a contact‑centre environment.
\n
• Highly analytical and strategically minded – capable of translating external market shifts, competitor insights and emerging trends into actionable internal strategies.
\n
• Excellent communicator and presenter, able to interact with stakeholders at all levels to execute change management.
\n
• Passionate about understanding customer behaviours and acting on those insights to drive revenue growth and service targets.
\n
• Adaptable, pragmatic and able to effectively balance competing priorities both within and outside the UK Operation.
\n

Benefits\n

\n
• Flexibility to work hybrid.
\n
• 25 days annual leave plus bank holidays, with the option to buy five additional days.
\n
• Flexible parental leave – 6 months full pay for primary caregiver and 4 weeks full pay for secondary caregiver.
\n
• Life‑event leave – extra days every two years.
\n
• Paid sabbatical – two weeks after five years, four weeks after ten years.
\n
• Private medical insurance via BUPA covering pre‑existing conditions and a health cash plan.
\n
• Competitive salary with annual bonus potential.
\n
• Access to a dedicated learning platform and mental‑health support/counselling.
\n
• Matching pension contributions up to 5%.
\n
• Tax‑free life assurance policy – four times basic salary (increasing to ten times through flexible benefits).
\n
• Salary‑sacrifice car scheme after six months service.
\n
• Flexible benefits scheme – allocated amount each year for critical illness, dental, travel insurance, gym membership etc.
\n

Equality & Diversity\n

Simply Business is committed to providing equality and opportunities for all employees and candidates. We do not discriminate on the basis 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 employment.

\n