Operations Manager, Emergency breakdown Review

Running the emergency breakdown contact centre operation, making decisions on service provision, management and leadership of 450 employees, ensuring regulatory requirements are met and service level agreement targets are achieved.

I have learnt many new skills around leadership, setting strategy, marketing, accounting, people management, management consulting and innovation. I have also developed existing skills in the management arena to improve my performance in my role and drive improvements within my department.

It was extremely enjoyable, the time with Cranfield away from the job role was invaluable

the program is structured very well, communication is sometime lacking but when asked all information is provided. the process of doing a module every 3 months then having an assignment based on this helps with my learning style.

a lot, my line manager gives me the time and help needed, i also have a mentor to go to for advice and support in another part of the business which is great to test my knowledge, I completed my Thesis on a work based problem and had full access to people and information to support my findings and the business is now going to implement improvements based on my findings.

A lot, we have close contact with our course director, student support team as well as my apprenticeship tutor

a great deal, the knowledge skills and behaviors i am learning are directly relatable to the role i do

yes, many, i am part of the driven women program, run an engagement team, am part of a strong team that has regular social events

Yes

it is a great place to forge a career, i started here 15 years ago with no qualifications as a call handler and now i am running a 24 hour operation

be yourself, be positive, work hard and turn up for work and you can go far