Head of Central Operations

Sheffield, England, United Kingdom

8/1/2025

Job Title: Head of Central Operations

Location: Sovereign Court, Sheffield (near Meadowhall Shopping Centre)

Duration: Permanent, Full-time, office-based (Monday to Friday)

We are seeking an experienced and driven Head of Central Operations to lead the development and delivery of our central service functions. This senior position plays a key role in ensuring the smooth and effective running of our national customer service operations. Based full-time at Sovereign Court in Sheffield, the successful candidate will be responsible for leading a high-performing team and driving excellence across helpdesk, customer interaction, and operational service delivery.

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

Key Responsibilities

• Oversee the Central Operations function, ensuring service excellence in all customer-facing areas, including helpdesk and contact centre
• Drive the development and enhancement of the contact centre and Account Manager engagement models
• Lead the customer experience process, identifying and implementing improvements to ensure consistently high satisfaction levels
• Coordinate seamless interactions between helpdesk teams, internal stakeholders, and external partners and suppliers
• Manage the implementation and continuous improvement of operational systems and technology platforms
• Work closely with offshore service functions to support consistent and efficient service delivery across national contracts
• Support the bid and mobilisation process, ensuring operational readiness and sustainable delivery models
• Ensure robust stakeholder management across internal departments and external partnerships
• Lead on building operations and service standards at Sovereign Court, maintaining a professional and effective working environment
• Oversee the performance and development review process, ensuring regular appraisal and professional development of all direct reports
• Foster a culture of collaboration, accountability, and customer focus across the team
  
  

Person Specification

• Proven experience in a senior operations role, ideally within a facilities, customer service, or service delivery environment
• Demonstrable expertise in managing and enhancing helpdesk and contact centre operations
• Strong background in stakeholder engagement, including managing external suppliers and service partners
• Experience leading system integrations and process improvements within central operations
• Excellent leadership skills with a track record of building and managing high-performing teams
• Ability to lead performance development processes and conduct regular appraisals to drive growth and accountability
• Strong communication and interpersonal skills, with a focus on delivering outstanding customer experience
• Strategic thinker with excellent problem-solving abilities and commercial acumen
• Comfortable working in a fast-paced, office-based environment five days a week
  
  

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work home based, travelling to sites. Monday to Friday 8:00am to 4:30pm.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)

Salary exchange pension scheme

Life cover

Paid sick leave

Health Assured employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work

Holiday purchase scheme of additional 5 days per year

Offers and discount scheme designed to save money on everyday shopping and essentials

Healthcare Cashplan

MotorSave Scheme

Refer a friend

Liftshare

Virtual GP

Helping you to shine

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

Ready to start shining?

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.

Apply today.

If you would like to know more, feel free to reach out 07816216124 - [email protected]