Operations Support Lead

Salary: £30,000 - £35,000 per annum based on your experience
Role type: Permanent, Full Time
Location: Hybrid, you will typically be required to work onsite one day per week at one of our offices in Stoke, Peterborough, or London. Travel costs to any office other than your designated home site will be covered.
Reporting to: Customer Operations Director

Your Repair, now part of Hometree following its acquisition in 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, Your Repair offers fixed-price plans covering boilers, heating, plumbing, and electrical systems for homeowners and landlords alike.

Hometree is a leading UK residential energy services company, supporting households with the installation, financing, and maintenance of low-carbon technologies and essential home services.

Backed by Hometree’s scale and ambition, Your Repair continues to deliver trusted, reliable home maintenance and repair services through its UK-based, 24/7 support team, rapid response times, and no-insurance approach, meaning no underwriters or paperwork delays. With flexible start dates, nationwide coverage, and long-term, budget-friendly pricing, we provide homeowners and landlords with genuine peace of mind.

Homecover is at the forefront of supporting our customers’ daily needs through our two core brands, Hometree and Your Repair. Our teams cover Customer Care, Servicing, Repairs, Escalations, Sales, Training & QA, Network, and Reviews, where strong communication and time management are essential to delivering the best experience.

This role is key to shaping the performance and future of the Homecover platform across both brands. Using data-driven insight, you’ll identify opportunities for improvement, drive change, and enable the leadership team to focus on delivering exceptional experiences for our customers and people, while achieving strong commercial results.

With significant responsibility and high visibility, this role reports directly to the Customer Operations Director. Leadership, relationship building, problem-solving, communication, analytical thinking, execution, confidence, and adaptability will all be crucial in driving improvements, managing change, and supporting team growth.

Responsibilities:

• Supplier Relationships: Build and maintain good working relationships with suppliers to keep services running smoothly and fix issues quickly.

• System Updates and Outage Fixes: Manage system updates and quickly solve any outages to reduce downtime and keep everything working well.

• Hiring and Budget Support: Help with recruiting team members and provide input to help plan the annual budget.

• Managing Resources: Plan and manage team resources daily and for the coming months to keep work efficient and on track.

• Team Engagement: Organise team events to keep morale high and encourage teamwork.

• Change and Project Work: Lead and support projects and changes to improve how we work and meet business goals.

• Automation and AI: Promote the use of automation and AI tools to make tasks faster and more accurate.

• Using Data to Solve Problems: Use data to find causes of issues and spot growth opportunities, then share ideas with the Capacity Planning team.

• Support for Customer Operations Director: Provide flexible help with projects and urgent tasks as needed by the Customer Operations Director.

What we’re looking for:

• Leadership
  
  Skills:
  
  Proven track record of leading teams, driving improvements, and keeping customers and staff engaged.

• Relationship Building: Skilled at working closely with different teams across the company and building strong relationships to deliver projects successfully.

• Problem-Solving Mindset: Always looking for ways to improve and fix issues with a positive, continuous improvement mindset.

• Communication and Influence: Excellent at connecting with others, influencing, and motivating people through your passion for great customer and team experiences.

• Analytical Thinking: Use data and careful thinking to guide decisions and actions.

• Execution and Delivery: Focused on getting things done well and on…