Operations Manager

Our client is a rapidly growing firm based across the Yorkshire region.

As part of their growth they are currently recruiting for an Operations Manager.

This is a wide varied role, but in the main the Operations Manager is responsible for driving the company s operational excellence across the entire, multi-functional contact centre team.

They are responsible for the day-to-day leadership, performance, and continuous improvement of the Contact Centre.

The role will support in creating an operating environment aligned to the company s culture & values, which maintains and drives continual improvement to service standards, quality, productivity and realises the full potential of the team, ensuring the delivery of exceptional client service while achieving client operational, financial, and people performance targets.

Working closely with the management function within the team, this role will support in driving operational efficiency, consistency, standardisation and delivery of a first-class legal service to clients as the company grows at pace (both organically & through acquisition).

This role also has direct line management for the Senior Leadership team currently 6 members

The successful candidate will ensure delivery against key performance indicators (KPIs) and develop and maintain operational processes and procedures to drive consistency and efficiency. They will also foster a high-performance culture focused on accountability, engagement, and customer experience. The role will also support talent management, succession planning, and employee development initiatives whilst supporting direct reports in managing performance, attendance, and employee relation matters in line with company policies.

The successful candidate will:

-> ideally have 5 years + of senior leadership experience

-> have experience of changing working practices and culture

-> be happy to travel between two Yorkshire sites

-> have experience of performance managing under-performing personnel

-> have a strong personality and not be 'afraid' of having difficult conversations with team members

Interaction Recruitment are working exclusively on this role and plan to put together a short-list by 10th July 2026.