Senior BPO Operations Specialist - 12 months FTC

As our next Senior BPO Operations Specialist, you'll play a key role in helping us build the UK's go-to home improvement marketplace. Joining us on a 12-month maternity cover contract, you'll be the operational bridge between Checkatrade and key partners, keeping forecasting, reporting and quality frameworks running exactly as they should. It's a role built on continuity — you'll take the reins on well-established processes and make sure nothing drops while you're at the helm.

Forget long lists, here's what you'll actually spend your time on:

• Acting as the primary operational liaison for our BPO partners managing a seamless handover at the start and end of the contract and maintaining trust throughout
• Running our established monthly forecasting and invoice reconciliation processes, digging into variance analysis to catch and resolve unexpected cost changes fast
• Keeping our BPO Quality Assurance frameworks and Tableau dashboards ticking over, running QA calibrations and live call listening to monitor compliance and interaction quality
• Building and managing Statements of Work with Procurement to formalise vendor pilots and projects
• Owning and delivering BPO performance presentations in Weekly Business Reviews, bringing data-backed rationale to an executive audience
• Supporting the rollout of new strategic initiatives end-to-end, defining KPIs and spotting trends that drive retention and operational excellence

It's not about ticking every box. It's about turning up curious, ready to crack on. You'll do well here if you bring:

• Experience managing outsourced BPO partnerships (or eagerness to learn), including SOW creation and navigating vendor transitions
• Strong financial acumen — comfortable with cost forecasting, invoice reconciliation, variance analysis and scenario modelling
• Confidence working with data visualisation tools like Tableau, and a knack for turning manual processes into something scalable
• Excellent stakeholder communication, with experience (or eagerness to learn) presenting operational data at WBR/MBR/QBR level and navigating sensitive conversations

We believe great work deserves great rewards. Here's just a taste:

• Competitive salary
• Employee Share Programme
• Health, well-being and learning support
• Gym membership, Smart Tech Scheme and Cycle Scheme
• Birthday/Special day leave
• Buy & sell holiday scheme
• 1 week's paid charity leave and much more!

How we'll get to know each other:

• Screening call with one of our Talent Acquisition Partners
• 1st stage interview with the Hiring Manager
• Final stage interview with a senior stakeholder panel

If this sounds like the place where you can do your best work, we'd love to hear from you, even if you don't tick every box.

Want to join our Talent Community and be one of the first to know about our vacancies? Register your interest on our Registration Form

At the moment, this role isn’t open to visa sponsorship applications.

About us

We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.

We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.