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Morson Talent Logo Morson Talent · Customer Service

Operations & Parts Team Manager (Contact Centre Logistics)

United Kingdom, Weston-super-Mare 28789.00 - 35000.00 GBP / Year · Job Posted May 16, 2026
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Job Description

As an Operations & Parts Team Manager, you will lead a busy contact centre-based operational team responsible for managing parts coordination, Work in Progress (WIP), supplier activity and job progression. This is a hands-on leadership role that combines people management with strong operational oversight, data-led decision making and continuous improvement. You will be responsible for ensuring smooth workflow, reducing delays, improving efficiency and maintaining high levels of service delivery. You will also play a key role in shaping team culture, driving engagement and supporting operational change within a fast-paced and evolving environment.

Job Responsibility

  • Lead, coach and develop a high-performing operational team within a contact centre environment
  • Manage Work in Progress (WIP) to ensure efficient progression and completion of jobs
  • Use management information (MI), reporting and data analysis to monitor performance and drive improvement
  • Track and improve productivity, quality, attendance and team engagement
  • Oversee parts ordering, stock control and supplier coordination
  • Identify trends, risks and opportunities to improve operational performance and customer outcomes
  • Support compliance with internal processes and regulatory standards, including FCA requirements
  • Collaborate with wider operational and commercial teams to ensure a seamless customer journey
  • Support the implementation of new systems, processes and operational change
  • Foster a positive, accountable and high-performance team culture

Requirements

  • Proven experience in people management within a contact centre or operational environment
  • Strong background in WIP management, workflow coordination or job progression
  • Confidence using MI, reporting and data analysis to drive performance improvements
  • Experience overseeing stock, parts, suppliers or similar operational/logistics processes
  • Strong leadership skills with a track record of developing and motivating teams
  • Excellent organisation, prioritisation and problem-solving skills
  • Strong communication and stakeholder management ability
  • Experience working in a fast-paced and/or regulated environment
  • Strong Microsoft Office / Microsoft 365 skills and confidence using operational systems
  • A proactive, accountable and customer-focused mindset

What we offer

  • Competitive salary (£28,789 - £35,000 DOE)
  • Pension scheme
  • 24/7 GP access for you and your household
  • Retail, cinema and brand discounts
  • Clear progression and development opportunities
  • Employee recognition and reward schemes
  • Mental health and wellbeing support, including trained first aiders
  • Employee Assistance Programme (counselling, financial and legal support)
  • Regular engagement activities and social events
  • Free on-site parking (where applicable) and good transport links
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