Checkatrade

Operations

• Leading and developing Associate Managers and their agents through coaching and mentoring, strengthening leadership capability and building an engaged, high-performing team.
• Overseeing homeowner enquiries, ensuring timely, accurate and helpful responses, and driving improvements to first-contact resolution and satisfaction.
• Managing processes for guarantee claims and complaints, ensuring fair, consistent and compliant outcomes.
• Handling complex escalations as the final decision point, applying evidence-based reasoning and sound judgment.
• Proactively spotting recurring challenges or process gaps through data and insights, and designing improvements to prevent future issues.
• Driving quality and consistency by developing SOPs and QA processes that reflect Checkatrade’s standards.
• Tracking KPIs (CSAT, resolution times, complaint volumes, claim trends) and providing actionable reporting to leadership.
• Identifying opportunities to streamline processes, introduce smarter tools, and automate repetitive tasks to free up capacity.
• Collaborating with R&D teams to operationalise and roll out new consumer marketplace products, embedding scalable processes seamlessly.

Operations Manager – Homeowner Support

Financial Planning and Analysis

• Delivering on forecasting and planning that drives results for our customers and trades.
• Spotting ways to improve how we budget on an annual basis and plan out our 5 year strategy. Also improving our reporting and analysis capabilities
• Collaborating with the business for all things systems and process related in orde to get things done
• Making sure every interaction leaves people feeling confident in Checkatrade
• Support implementation of new FP&A tools and systems
• Take ownership of key forecasting, reporting, and business partnering tasks
• Work closely with Head of FP&A and existing FP&A Manager