Operations Support Manager

We are looking for an Operations Support Manager to join our team and play an important role in delivering an excellent, consistent and accessible service to IAM RoadSmart’s members and customers.

This is an exciting opportunity for a customer focused operational leader who enjoys improving processes, leading teams and driving performance. You’ll be responsible for ensuring the Operations Support team consistently meets KPIs, delivers high-quality customer service and makes effective use of people, systems and resources. You’ll also have the opportunity to drive continuous improvement, streamline processes and embrace digital innovation, including automation and artificial intelligence, to improve efficiency, enhance customer experiences and support the organisation’s future growth.

What You’ll Be Doing

• Lead the day-to-day delivery of the Operations Support team, ensuring high standards of customer service and consistent achievement of KPIs.
• Monitor service performance, productivity, quality and customer satisfaction, using data and reporting to identify trends, address issues and drive improvements.
• Manage resource allocation and capacity planning to meet changing customer demand and support business growth.
• Champion continuous improvement by simplifying processes, reducing manual tasks and eliminating duplication and inefficiencies across customer journeys.
• Identify and implement opportunities to use automation, AI and digital tools to improve operational efficiency, accuracy and customer experience.
• Work collaboratively with IT, digital, data and other business teams to deliver effective system enhancements and process improvements.
• Ensure operational activities meet organisational policies, quality standards and regulatory requirements, maintaining appropriate controls over customer data, systems and AI-enabled processes.
• Use customer feedback, complaints and service data to identify root causes, improve customer journeys and deliver a more consistent, accessible service.
• Lead, coach and develop the Operations Support team, setting clear objectives and building capability in customer service, data, digital tools and new ways of working.
• Support the effective implementation of operational change, ensuring appropriate testing, training, risk assessment and ongoing monitoring.
• Maintain clear processes, procedures and knowledge resources to support service consistency, business resilience and effective knowledge sharing.
• Measure the impact of improvements, demonstrating benefits such as increased productivity, reduced costs, improved accuracy and enhanced customer satisfaction.

• Proven experience managing operations within a customer service or support environment, including team leadership and performance management.
• A track record of improving processes, productivity and customer satisfaction through continuous improvement.
• Experience using KPIs, operational data and reporting to monitor performance and inform decisions.
• Strong digital skills, including Microsoft 365, Excel and CRM systems, with an understanding of workflow optimisation, automation and AI.
• Experience in resource planning, operational change and system improvements.
• Knowledge of quality standards, risk management and operational controls, with ISO experience desirable.
• Strong leadership, communication and collaboration skills, with the ability to develop teams, engage stakeholders and support change.
• A customer-focused, data-led and solutions-oriented approach, with strong organisational skills and the ability to manage competing priorities.
• Commercial awareness and an understanding of how operational efficiency, resource management and technology can support business growth.
• An understanding of data protection, information security and the responsible use of digital tools and AI.

Desirable Experience

• Experience implementing automation, AI or digital transformation initiatives, including tools such as Power Automate and Power BI.
• Knowledge of Lean, Six Sigma or other continuous improvement methodologies.
• Experience developing business cases, measuring ROI and evaluating the benefits of process improvements.
• Experience in knowledge management, self-service solutions or AI-assisted customer support., * How many years of customer service leadership do you have?

• £45,000 Salary
• 35-hour hybrid week, with a minimum of 2 days per week in our WGC office.
• Company Pension
• Birthday leave - an extra day off to celebrate your birthday!
• Cycle to Work Scheme
• Health Cash Scheme
• Reward and Recognition Programme - recognising and celebrating our employees’ contributions and achievements

We are proud to be an equal opportunities employer. If you’re ready to make a difference and be part of a team that truly values its community, we’d love to hear from you.

Pay: £45,000.00 per year

Ability to commute/relocate:

• Welwyn Garden City, Hertfordshire: reliably commute or plan to relocate before starting work (required)

IAM RoadSmart is the UK’s leading road safety charity, dedicated to improving driving and riding standards and making roads safer for everyone. Through advanced driver training, driver rehabilitation programmes, and commercial fleet services, we work with individuals, businesses, and public sector organisations across the UK.