Operations Manager (Customer Services)

Operations Manager (Customer Services): (Company Name - Subscribers only)

About The Role

Working Hours: 35 Hours Per Week

Contract Type: Full-Time, Permanent

Additional Payments: Essential Car Allowance

Closing Date: 23 July 2026

Closing time: 11.59pm

Interview Method: Face to Face

This role is subject to –

2 References – where possible we require 3 years’ history.

Essential Car Documentation- This post is a designated Essential Car User. Therefore, you must always hold a full valid driving licence and provide your own car for use at work. You will receive the Essential Car User Allowance.

Bereavement Services plays a key role within the Neighbourhood Directorate, providing high quality services to bereaved families. We provide in the region of 3000 burials and cremations each year, along with supporting families with a diverse range of memorialisation products and services. We are custodians of an infrastructure consisting of 105 hectares which is predominantly green space within the City’s neighbourhoods and continually strive to provide safe spaces for those who visit our cemeteries. If you share Manchester’s clear ambitions in delivering high quality services for the residents of the city, we want to hear from you.

If you are successful, you will join a team of dedicated managers and officers who deliver high quality customer services across all our cemeteries, ensuring bereaved families are front and centre to everything we deliver. Reporting to the Bereavement Services Manager you will play an integral role within the management team assisting in developing and growing the service.

You will be required to form relationships with stakeholders such as Funeral Directors and work with community groups to assist in identifying improvement and projects that will enhance the service.

For an informal discussion, please contact the hiring manager, Diane Murphy at diane.murphy@manchester.gov.uk to arrange a convenient time to discuss the role.

About the Candidate

We would love to hear from you if you have experience of:

Essential requirements for the role:

Communication: Ability to advise others and deal with sensitive issues in difficult situations inside and outside own area, negotiating riskier demands. Able to effectively transfer key and complex information to all levels of staff, adapting the style of communication as necessary and ensuring that this information is understood.

Analytical Skills: Ability to translate analyses into business cases which define potential benefits, options for achieving the benefits development of new or changed processes, and associated business risks.

Planning and Organising: Excellent time management skills, creating own work schedules, prioritising, preparing in advance and setting realistic timescales for own self and others. Has the ability to visualise a sequence of actions needed to achieve a specific goal and how to estimate the resources required.

Problem Solving and Decision Making: Strong decision making skills with the ability to resolve complex issues in a pressurised environment. Continually performs at high levels of achievement, demonstrating tenacity, energy and commitment to achieve desired results.

Creative Skills: Ability to find creative solutions where there are no existing parameters or procedural framework

Strategic Thinking: Ability to contribute to the development, implementation and evaluation of strategy to shape future plans.

Financial Management: Ability to monitor and maintain expenditure, ensuring that financial targets are met, and being accountable for any areas where budget and expenditure exceed their agreed tolerances.

People Management: Ability to inspire individuals to give their best to achieve a desired result and maintains effective relationships with individuals and the team as a whole, to ensure that the team is equipped to achieve objectives set according to the overall business need. Including managing sickness and performance, undertaking 1-1s and actioning any identified training requirements.

Ability to use varying IT software including excel, word etc as well as delivering new IT solutions, including assisting in project management and undertaking training with officers.

The role holder will be required to have previous local authority experience, as well as holding, working towards or willing to work towards NEBOSH qualification. Have the ability to effectively manage budgets

The role holder will be required to hold a full driving licence and will work across two sites, North and South of the city.

About Us

We’re the local council for one of the UK’s most vibrant and diverse cities.

Working for Manchester isn’t just a job – it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

is our vision for a fairer, greener, and healthier city – a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

Benefits we offer

• Generous holiday allowance – Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks.
• A buzzing pension – You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
• Enhanced parental and carers leave – Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
• Brilliant perks – Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow – We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member – We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave – Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at (Company Name - Subscribers only)

At (Company Name - Subscribers only), we’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats: Our

can be accessed through the