Operations Manager

Reference
1117052

Branch
University of Warwick

Start date
21/09/2026

Duration
Other - See Job

Hours and days
Approximately 36.5 hours per week (5 over 7 days), which may include evenings and weekends. (See additional info)

Dress code
Business Dress

Rate of pay
£18.76

Holiday rate
£2.26

Role

To oversee and organise all services required to successfully deliver an exceptional customer experience to all users of the London Base (‘The Shard’). To lead and manage a small team of Front of House and Events Assistants to provide an exceptional service to users of The Shard space.

Duties and responsibilities

• Lead, motivate and manage a team of Front of House and Events Assistants to provide the highest level of customer service. Undertake skills enhancement and personal development through monitoring and mentoring, on an individual and team basis.
• Develop and implement appropriate processes and procedures to ensure Front of House services are of the highest standard.
• Establish standard operating procedures to ensure the highest level of customer service to building users. Ensure continuous improvement in systems and procedures by constantly assessing and creating new routines of work which result in the highest possible standards for all stakeholders.
• Oversee the administration of room bookings at the WBS London Base location for teaching and non-teaching-related bookings, and advise staff on suitable rooms for meetings and events, often high-profile in nature. Responsible for facilitating building access for visitors and vendors in line with landlord requirements.
• Maintain an overview of bookings in The Shard, ensuring appropriate staffing cover is in place to meet fire regulations re adhered to and to ensure an excellent customer service to Shard users.
• Manage the team rota, including contingency planning to always ensure adequate cover.
• Ensure all enquiries to The Shard an appropriate response, liaising as necessary to other teams within WBS as appropriate.
• Source, negotiate with and manage vendors and suppliers to ensure high-quality, cost-effective catering and other operational services are in place to support events and activities at The Shard.
• Maintain strategic oversight of bookings and activity across The Shard, ensuring appropriate staffing and operational cover is in place to meet service requirements, maintain excellent customer experience and comply with fire safety requirements
• Provide appropriate oversight and approval of operational expenditure, including purchasing and financial transactions through Opera/Finance, ensuring spend is appropriately authorised and managed within agreed budgets and procedures.
• Ensure events and operational activities comply with health and safety requirements, including room capacity limits, fire safety and evacuation arrangements, first-aid provision, fire marshal coverage, accessibility and safe room/event set-ups.
• Work closely with the Facilities Manager and IT Services Support Consultant to ensure facilities, technology and infrastructure at The Shard are maintained to the required standard and effectively support teaching, events and wider business activities.
• Liaise closely with Programme Managers to coordinate operational planning and ensure Front of House and Events teams provide effective support for teaching delivery, programme activities and associated requirements.
• Maintain high operational and customer-service standards across The Shard, identifying issues, risks and opportunities for improvement and ensuring appropriate action is taken.
• Act as a key operational link between Programmes, Events, Front of House, Facilities, IT/AV and external suppliers to ensure activities are effectively coordinated and delivered
• Other projects and duties, aligned with the role, as directed by the Operations Director.

Skills and experience

1. A good standard of general education with GCSE A – C grades (or equivalent) in Maths and English.
2. Previous experience in operations management / front of house/events/hospitality function.
3. Excellent interpersonal skills and the ability to communicate at all levels.
4. Excellent planning skills, with attention to detail.
5. Excellent organisation skills, with ability to manage multiple tasks simultaneously, and manage time effectively to meet deadlines.
6. Ability to prioritise and reprioritise work independently and unsupervised.
7. A proactive approach, with an ability to anticipate consequences and develop solutions to potential problems.
8. Experience of working on own initiative and also as part of the team.
9. Competence with IT and audio-visual services.
10. Competence in the use of the Microsoft Office suite and basic databases.
11. Highly developed customer service and interpersonal skills.
12. Ability to promote and enhance the reputation, professionalism and credibility of the department and the University of Warwick

Location
WBS – London (The Shard)

Additional information

• Start and end date: ASAP until 31 March 27

Apply for job