Operations Manager (NCEC)

Industry Sector:
Environment Jobs
Job Category:
Customer Support/Client Care
Job Type:
Education Level:
Please see job description
£30,000 to £40,000 per annum
Start Date:
Ricardo Energy & Environment
Job Ref:


The Operations Manager role crosses the whole of the Emergency Response Business Area. Its aim is to support the delivery of the Emergency Response products through ensuring that the systems and processes used are both fit for purpose and reliable. The main product is a global multilingual telephone advice service covering chemical incidents, delivered on a 24/7 basis.

There are two key elements to the role, one focused on the day-to-day operations and the other looking at the future development of the delivery model. The Operations Manager will be working on our in-house systems to maintain and develop the service and will be working closely with the customer service and emergency response teams to achieve this. In order to deliver our service, we work with a number of subcontractors and it is expected that the Operations Manager would be responsible for development and maintenance of the relationships with those partners.

The second focus of the role is future development, where the Operations Manager would be responsible for the scoping and implementation of changes and improvements that will help us to maintain our position as a premium provider of emergency response. They would directly support the Business Area lead with the development and delivery of a multi-year strategy.

Key accountabilities:

* Responsible for the creation of an Operations Plan and the delivery of the priority activities identified within it;
* Ensure availability of suitable systems to support resilient operations, e.g.: equipment, IT facilities, networks and databases;
* Ensure adequate maintenance and development of operational systems in line with user and market needs;
* Ensure suitable levels of contingency planning to manage planned and unplanned outages, together with the relevant written materials, training and exercising components;
* Be responsible for the maintenance and future development of the Emergency Response database which is an integral part of the delivery model;
* Conduct follow-up investigation of calls received via the telephone service, particularly where instigated by a customer query;
* Work with the ER team manager to identify processes for emergency call handling and ensure systems capability reflects these needs;
* Lead on the development of the Operations Consultant to be able to fully support the day-to-day activities

Key competencies and experience:


* Undergraduate degree or A-levels in a numerate subject(s)
* Appreciation of a telephone based call centre / helpline / IT service environment
* Some knowledge of IT and / or telephony networks from within a call centre / helpline environment
* Good level of IT literacy and numeracy skills
* Experience of project management to include delivery of projects from scoping through to implementation
* Effective problem-solving skills with ability to take responsibility for an issue and show initiative in finding resolution
* Organisational skills in relation to task management and time management
* Able to work under pressure and manage multiple tasks whilst meeting deadlines through effective prioritisation
* Effective verbal and written communication skills


* Experience in a similar role, especially if gained in an emergency response context
* Skills associated with subcontractor management, including procuring new partners
* Experience of being a team leader and supporting others in their career development

Skills and behaviours:

* Capability to quickly learn about the delivery model and understand how all the components fit together
* Good team orientation and strong team working
* Methodical approach with good problem-solving skills
* Ability to work in a sometimes fast-paced environment on a variety of tasks including reaction to occasional urgent client requests

Closing Date:

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