Job Opportunity: Business Operations Team Leader
Location: Head Office, Houghton-le-Spring
Position Type: Permanent
Salary: Negotiable DoE
About Us
At Direct Global, we believe in building strong relationships, delivering high-quality solutions, and enjoying the work we do. As a recognised leader in the UK energy sector, we’re known for our data-driven innovation, commitment to excellence, and collaborative team culture that supports both personal and professional growth.
The Role
As a Business Operations Team Leader, you will play a key role in the day-to-day management and performance of our Support Services team, ensuring we deliver a consistently high level of service to our clients, partners and internal stakeholders.
You will provide strong, visible leadership to the team, setting clear expectations, monitoring performance and supporting colleagues to achieve both individual and team objectives. You will take ownership of operational performance, ensuring processes are followed, issues are resolved effectively and service levels are consistently maintained.
This is a hands-on leadership role where you will balance people management, operational delivery and continuous improvement. You will be expected to lead by example, coach and develop your team, identify opportunities to improve performance and work closely with other departments to ensure the wider business operates effectively.
Key Responsibilities
· Lead, motivate and manage the Business Operations team, ensuring a positive, accountable and high-performing team culture.
· Take ownership of the team's day-to-day performance, workload management and operational delivery.
· Set clear expectations and objectives, ensuring team members understand their responsibilities and performance standards.
· Monitor key performance indicators, service levels and individual performance, taking appropriate action where required.
· Conduct regular 1-to-1s, performance reviews and team meetings, providing constructive feedback and ongoing support.
· Coach and develop team members to improve capability, confidence and overall performance.
· Identify training and development needs and work with management to implement appropriate development plans.
· Ensure customer and internal queries are dealt with efficiently, professionally and within agreed timescales.
· Support the team with complex queries, escalations and difficult situations, providing guidance and making decisions where appropriate.
· Monitor workloads and resource levels, ensuring tasks are prioritised effectively and deadlines are consistently achieved.
· Ensure company processes, procedures and compliance requirements are understood and followed by the team.
· Identify recurring issues, inefficiencies and opportunities for improvement, implementing practical solutions where appropriate.
· Work closely with other departments and management teams to improve communication, processes and overall business performance.
· Provide regular updates and reporting on team performance, challenges, trends and areas for improvement.
· Support recruitment, onboarding and training of new team members when required.
· Manage absence, annual leave and day-to-day resource planning to ensure appropriate team coverage.
· Deal with performance, conduct and other people-related matters fairly, consistently and in line with company policies.
· Lead by example, demonstrating professionalism, accountability, enthusiasm and a strong commitment to delivering excellent service.
· Support wider business projects and initiatives, taking ownership of tasks and delivering against agreed deadlines.
What We’re Looking For
· Previous experience in a Team Leader, Supervisor, Assistant Manager or similar people-management position.
· Proven experience managing, coaching and developing a team within a customer service, compliance, support, operations or similar environment.
· Strong leadership skills, with the ability to motivate and inspire others while maintaining accountability.
· Excellent verbal and written communication skills.
· Confident handling challenging conversations, performance issues and escalations.
· Strong organisational and time-management skills, with the ability to manage competing priorities.
· A data-driven approach, with the ability to understand performance metrics and use them to improve team performance.
· Strong problem-solving and decision-making skills.
· A proactive approach, with the confidence to identify issues and take action rather than waiting to be directed.
· Ability to remain calm and professional in a fast-paced environment.
· Strong attention to detail and a commitment to maintaining high standards.
· Proficiency in Microsoft Office and other computer applications.
· Ability to work collaboratively with colleagues and managers across the wider business.
· A genuine interest in developing people and creating a positive, high-performing team environment.
· Flexibility to adapt to changing business requirements and priorities.
What We Offer
· Early December finish incentive
· Amazing incentives – enjoys trips to music gigs, football, festivals, spa days and much more
· 32 Days Holiday (including bank holidays) – plenty of time to recharge.
· Free Onsite Parking – no stress, no fees.
· Private Medical Insurance – for you and your family.
· Onsite Starbucks – enjoy your favourite brew at work.
· Tusker Car Scheme – access affordable vehicle leasing options.
· Refer-a-Friend Bonus – bring great people and get rewarded.
· Financial Advice – expert support to help you plan your future.
· Casual Dress Code – be comfortable, be yourself.
· Enhanced Maternity & Paternity Leave – support during life’s big moments.
· Monthly Leave Incentive – earn an extra day off every month.
· Loyalty Holidays – up to 3 extra days off just for sticking with us.
Join Direct Global
If you're an experienced team leader who enjoys developing people, improving performance and taking ownership of operational delivery, this is an excellent opportunity to join a growing and forward-thinking business.
You'll have a genuine opportunity to influence team performance, develop your leadership skills and make a measurable impact across Support Services and the wider business.
If you're a natural leader who can motivate a team, hold people accountable and create a culture of high performance while maintaining a strong focus on service and quality, we'd love to hear from you.
Pay: Up to £40,000.00 per year
Benefits:
- Casual dress
- On-site parking
Work Location: In person
