Trust and Safety Operational Excellence Manager - #137025
Checkatrade
Date: 1 week ago
City: London
Contract type: Full time
About The Role
As the Trust and Safety Operational Excellence Manager, you will play a pivotal role in improving the efficiency and effectiveness of our Trust and Safety operations. You will focus on optimising workflows, automating repetitive tasks, and ensuring our agents are focused on complex, critical cases that require human oversight. Additionally, you will manage relationships with our outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.
Role Responsibilities:
Workflow Optimisation:
Operational & Project Management Expertise: Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
Analytical & Technical Proficiency: Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
Quality & Performance Management: Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
Cross-Functional Collaboration: Comfortable working across teams, including Trust and Safety, Vetting, Product, and Engineering, to implement automation and optimise workflows effectively.
What's in it for you?
About Us
We believe in the power of homes to improve lives, support livelihoods, and build communities. That’s why our mission is to be the trusted foundation of every home by connecting people with the trades and tools to make home improvements easy.
Established in 1998, we’ve built a UK leading brand, expanded our trade base, and seen record levels of consumer demand – but this is just a start! We are excited about the unique opportunity ahead of us to deliver unparalleled growth while strengthening our position as a UK leading marketplace for home improvements and repairs.
Our values are who we are and what we do. As a collective we are all in and moving at pace. We have a bias for action and are always customer obsessed. We are innately ambitious and think big and bold. And we always do the right thing by our customers and our team.
So, if you want to be part of a forward-thinking, values driven business that is truly going places - then maybe this is the place for you?
As the Trust and Safety Operational Excellence Manager, you will play a pivotal role in improving the efficiency and effectiveness of our Trust and Safety operations. You will focus on optimising workflows, automating repetitive tasks, and ensuring our agents are focused on complex, critical cases that require human oversight. Additionally, you will manage relationships with our outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.
Role Responsibilities:
Workflow Optimisation:
- Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents.
- Work closely with the Vetting and Trust and Safety teams to ensure processes are efficient, robust, and fit for purpose.
- Collaborate with Product and Engineering teams to automate manual workflows where possible.
- Lead and coordinate cross-functional Trust and Safety projects, ensuring timely and successful delivery.
- Work with key stakeholders to define project objectives, deliverables, and success criteria.
- Oversee the performance and quality of our BPO (Business Process Outsourcing) partners.
- Foster strong relationships with outsourcing partners to ensure alignment with Checkatrade’s Trust and Safety objectives.
- Monitor and report on partner performance against SLAs and KPIs, driving continuous improvement.
- Manage relationships with third-party service providers, such as digital verification and open-source checks.
- Regularly review and assess the performance of these providers to ensure high-quality services and value for money.
- Develop and implement quality assurance frameworks to monitor and improve operational processes.
- Provide insights and recommendations based on data analysis to improve overall efficiency and effectiveness.
Operational & Project Management Expertise: Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
Analytical & Technical Proficiency: Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
Quality & Performance Management: Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
Cross-Functional Collaboration: Comfortable working across teams, including Trust and Safety, Vetting, Product, and Engineering, to implement automation and optimise workflows effectively.
What's in it for you?
- An exciting opportunity to join a household brand that is investing heavily in its future.
- A role with significant strategic impact and alignment with our mission.
- Excellent salary and benefits package which includes discounts from a wide range of retailers, a healthcare cash plan, and a scheme to help you buy the latest bikes or tech gadgets (plus much more!)
- With an impressive leadership team on board, committed investors and a roadmap for success, this will be a career-building opportunity
- Hybrid working applies. 4 days in the office
About Us
We believe in the power of homes to improve lives, support livelihoods, and build communities. That’s why our mission is to be the trusted foundation of every home by connecting people with the trades and tools to make home improvements easy.
Established in 1998, we’ve built a UK leading brand, expanded our trade base, and seen record levels of consumer demand – but this is just a start! We are excited about the unique opportunity ahead of us to deliver unparalleled growth while strengthening our position as a UK leading marketplace for home improvements and repairs.
Our values are who we are and what we do. As a collective we are all in and moving at pace. We have a bias for action and are always customer obsessed. We are innately ambitious and think big and bold. And we always do the right thing by our customers and our team.
So, if you want to be part of a forward-thinking, values driven business that is truly going places - then maybe this is the place for you?
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