Are you a confident, proactive leader who thrives when the pressure is on?
Do you enjoy coaching people, driving strong performance, and taking full ownership of operations when it matters most?
We’re looking for an Senior Out of Hours Operations Lead to guide, support, and develop our evening and weekend teams — ensuring our service remains exceptional even when senior management are offline.
Why This Role Matters
As an OOH Team Leader, you are the senior point of contact during your shift, keeping operations running smoothly, supporting your people, and making fast, effective decisions that protect our customers, our KPIs, and our reputation.
What You’ll Be Doing
Lead & Manage Your Team
- Provide day-to-day leadership across evening and weekend teams, ensuring a positive and professional working environment.
- Hold structured monthly 1‑2‑1 sessions to coach performance, wellbeing, standards, and engagement.
- Address behaviour, performance or conduct concerns proactively and constructively.
- Foster strong team morale and role‑model our culture and values.
Real-Time Operational Leadership
- Monitor queues, staffing, service levels and respond instantly as demand fluctuates.
- Allocate resource across all lines and make quick decisions to maintain ASA and reduce abandons.
- Escalate coverage risks where needed and maintain calm, clear direction during busy periods.
Performance & Development Ownership
- Complete regular performance check-ins and reinforce individual development plans.
- Track key metrics including ASA, Abandon Rates, QA and CPH, identifying gaps and improvement needs.
- Support training rollouts and communicate process or operational changes effectively.
Own the Out of Hours Operation
- Act as the senior operational contact for all evening and weekend activity.
- Ensure workflows run smoothly, managing unplanned absence and calling in additional resource where required.
- Log and escalate system faults promptly.
- Collaborate with in-hours departments such as Tyres to resolve complex cases.
Driver & Contact Centre Awareness
- Understand the challenges drivers face, including breakdowns, accidents and tyre issues, ensuring SLA expectations are met.
- Deliver clear, thorough handovers to ensure seamless continuity between day and night.
- Participate in coordination sessions to support shared visibility and joined‑up operations.
Who We’re Looking For
Someone who brings:
✔ Calm and in control
✔ Strong people leadership and coaching mindset
✔ A confident decision‑maker
✔ A sense of accountability when working independently
✔ Positive influence on team culture and morale
✔ Resilience and flexibility through change
Experience in OOH, contact centre, fleet, or driver services environments is a strong advantage.
Job Type: Full-time
Pay: Up to £35,000.00 per year
Work Location: Hybrid remote in Poole BH15 3SY
