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.
Job Category & Position
- Job Category: Operations
- Position Type: Fixed Term Contract
- Target Openings: 1
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, 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.
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 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 know it’s tough, but please try to avoid the confidence gap. You don’t have to match all the bullet points above to be considered for this role.)
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.
What Are The Benefits Of Working At Simply Business
- Great work‑life balance with manageable workloads and flexible hybrid work options
- 25 days annual leave (plus bank holidays) with the option to buy five additional days via our flexible benefits
- Flexible parental leave with up to six months full pay for the primary caregiver and four weeks full pay for the secondary caregiver
- Life‑event leave – an extra days leave every two years for major life events such as moving house or birthdays, plus a two‑week paid sabbatical after five years of service and four weeks after ten years
- Private medical insurance through BUPA covering pre‑existing conditions and a health cash plan for everyday medical expenses
- Competitive salary based on experience and market, with potential annual bonus tied to performance
- Access to a dedicated learning platform and mental‑health support via counselling
- Employer pension match up to five per cent and tax‑free life assurance policy (four times basic salary, up to ten times with flexible benefits)
- Salary‑sacrifice car scheme enabling a brand‑new fully insured car for a fixed monthly amount, after six months of service
- Flexible benefits allocation for critical illness, dental, travel, gym, etc.
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 do not discriminate 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.
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