Senior BPO Operations Specialist - 12 months FTC

Other

• As our next Senior BPO Operations Specialist , you'll play a key role in helping us build the UK's go-to home improvement marketplace. Joining us on a 12-month maternity cover contract, you'll be the operational bridge between Checkatrade and key partners, keeping forecasting, reporting and quality frameworks running exactly as they should. It's a role built on continuity — you'll take the reins on well-established processes and make sure nothing drops while you're at the helm.
• Acting as the primary operational liaison for our BPO partners managing a seamless handover at the start and end of the contract and maintaining trust throughout
• Running our established monthly forecasting and invoice reconciliation processes, digging into variance analysis to catch and resolve unexpected cost changes fast
• Keeping our BPO Quality Assurance frameworks and Tableau dashboards ticking over, running QA calibrations and live call listening to monitor compliance and interaction quality
• Building and managing Statements of Work with Procurement to formalise vendor pilots and projects
• Owning and delivering BPO performance presentations in Weekly Business Reviews, bringing data-backed rationale to an executive audience
• Supporting the rollout of new strategic initiatives end-to-end, defining KPIs and spotting trends that drive retention and operational excellence
• It's not about ticking every box. It's about turning up curious, ready to crack on. You'll do well here if you bring:
• Experience managing outsourced BPO partnerships (or eagerness to learn), including SOW creation and navigating vendor transitions
• Strong financial acumen — comfortable with cost forecasting, invoice reconciliation, variance analysis and scenario modelling
• Confidence working with data visualisation tools like Tableau, and a knack for turning manual processes into something scalable
• Excellent stakeholder communication, with experience (or eagerness to learn) presenting operational data at WBR/MBR/QBR level and navigating sensitive conversations
• Competitive salary
• Employee Share Programme
• Health, well-being and learning support
• Gym membership, Smart Tech Scheme and Cycle Scheme
• Birthday/Special day leave
• Buy & sell holiday scheme
• 1 week's paid charity leave and much more!
• Screening call with one of our Talent Acquisition Partners
• 1st stage interview with the Hiring Manager
• Final stage interview with a senior stakeholder panel
• If this sounds like the place where you can do your best work, we'd love to hear from you, even if you don't tick every box.
• Want to join our Talent Community and be one of the first to know about our vacancies? Register your interest on our Registration Form
• At the moment, this role isn’t open to visa sponsorship applications.
• About us We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.
• We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.