Head of Hypernet Desk Operations

Job title:  Head of Hypernet Desk Operations

Office location: Spanskih boraca, Belgrade - Hybrid working (3 days in the office)

About the role and the Team: 

The Head of Department is responsible for leading a high-performing, desk-based Back Office function that supports the delivery of Build, Connections, and Repair services. The role is accountable for delivering excellence in customer service, operational effectiveness, quality, and safety, while driving sustainable performance improvements through strong leadership, engagement, and continuous improvement.

In addition to direct leadership responsibilities, the role will take on a broader remit to influence and lead cultural and engagement change across a wider population, including teams outside of direct line management. This requires strong enterprise leadership, the ability to influence across boundaries, and the capability to align multiple teams to a shared set of outcomes and behaviours. You will have exceptionally strong written and verbal English skills, with excellent communication and interpersonal abilities. You'll be confident communicating with colleagues, senior stakeholders and wider teams, with the ability to build strong relationships, influence effectively and communicate complex information clearly and concisely.

This is a unique opportunity to lead a critical, high-impact function at the heart of service delivery, shaping how Build, Connections, and Repair are executed end-to-end. The role offers the chance to drive meaningful transformation, influencing both operational performance and cultural change across a broad organisation. 

What will you be doing? 

Operational Leadership

• Lead and manage the Back Office function supporting Build, Connections, and Repair activities.
  Ensure effective planning, coordination, and execution of workflows to support field operations in the UK and customer delivery.
• Deliver against SLAs, KPIs, and business targets, ensuring operational stability and performance.
• Standardise and optimise processes to drive consistency and scalability.
• Drive productivity, efficiency, and cost optimisation across the function.
• Ensure effective resource utilisation to meet changing demand and business priorities.
• Embed streamlined, scalable processes to support long-term performance.
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Customer Service Excellence

• Deliver consistently high levels of customer satisfaction across all service journeys.
• Enable right-first-time outcomes, reducing failure demand, complaints, and repeat contacts.
• Ensure back office processes support seamless, end-to-end customer and client experiences.

Quality Assurance

• Maintain high standards of accuracy and quality across all outputs.
• Reduce errors and rework through effective quality controls and continuous improvement.
• Use data and insight to proactively improve operational performance and outcomes.
• Ensure compliance with regulatory, contractual, and company standards.
• Identify and mitigate risks, maintaining strong governance and audit readiness.

Resource Agility & Workforce Leadership

• Lead an agile operating model that flexes effectively in response to changing volumes and business demands.
• Optimise workforce deployment, ensuring the right capability is aligned to the right activity at the right time.
• Balance operational flexibility with consistent service delivery and performance.
• Drive high levels of engagement during periods of change, maintaining clarity and stability for teams.
• Transition the mindset of the function from task-based delivery to an outcome-focused approach, aligned to customer, effectiveness, quality, and safety goals.
• Foster a culture of adaptability, accountability, and continuous improvement.

People Leadership & Engagement

• Lead, inspire, and develop a multi-layered team, building strong leadership capability at all levels.
• Create an inclusive, high-performance culture focused on accountability and delivery.
• Use engagement insights to improve team performance, wellbeing, and retention.
• Support teams through change with clear communication, coaching, and leadership visibility.
• Lead the delivery and embedding of change across processes, systems, and operating models.
• Ensure effective adoption of new tools, technologies, and ways of working.
• Partner with transformation and digital teams to deliver scalable, future-ready solutions.
• Minimise operational disruption and maintain performance during periods of change.
• Act as a visible sponsor of change, creating alignment to business priorities and outcomes.

What we are looking for:

• Degree level education in business, engineering, or related field
• C1/2 level English
• Experience of leadership in a fast paced back office function with direct accountability for outcome and engagement
• Experience in implementing organizational and operating model change
• Track record of delivering cost saving and quality performance improvement from desk-based teams and partners
• Exceptional written and verbal communication skills with strong presentation, interpersonal, negotiating and influencing skills, demonstrated at C-Suite level.
• Exceptional organisational skills and can multi-task effectively to meet required project deadlines.

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance (Permanent employees)
• Fit Pass discount
• Technology discount
• Team sports activities

What happens next?

You apply (please send us your CV in English)
We carefully review your application
We'll get back to you — even if it's a no (for now)