Job Description
Location: London WT AA,,
Posted BY: First Intuition
Job Title: Head of Operations – London
Reports to: Deputy Managing Director – London
Location: London
Department: Operations
Direct Reports: Operations Manager
Role Overview
We are seeking a highly motivated and experienced Head of Operations to lead our London Operations Team and oversee operational delivery across our London centres. The successful candidate will be a key member of the London Senior Management Team, and this critical leadership role will be pivotal in ensuring that our centres deliver exceptional service, operate efficiently, and maintain high standards of safety, compliance, and customer experience.
Reporting to the Deputy MD, you will be responsible for leading a high-performing operations team, implementing best practices, and supporting the continuous improvement of our in-centre delivery. This is a hands-on leadership role requiring strong organisational skills, a collaborative mindset, and a passion for creating safe, welcoming and high-performing environments. You will be supporting additional work as reasonably required by management from time to time. This list is not exhaustive.
Key Responsibilities
Strategic Leadership & Management
Oversee the safe and efficient running of all our London centres, ensuring consistency and quality.
Lead, mentor, and motivate the operations department to deliver exceptional service to internal and external customers.
Monitor and manage key performance indicators (KPIs) and budgets, including exam revenue and room hire revenue, alongside in-centre expenditure.
Strategic oversight of resource allocation and operational coverage.
Foster a culture of accountability, collaboration, and continuous improvement.
Champion a customer-first approach across all operational touchpoints.
Support the resolution of escalated issues and ensure a professional, welcoming environment.
Cross-Functional Collaboration & Strategy
Contribute fully to the regional plan, budget, and regular senior management team meetings
Collaborate with other London departments to ensure seamless service delivery, and to proactively identify and resolve any operational issues
Liaise with other operations teams across the FI Group, representing the London team to ensure new developments are effectively operationalised.
Project manage operational initiatives, including centre openings, refurbishments, and service enhancements.
Ensure our approach to environmental, social, and governance (ESG) goals is considered and embedded in all aspects of centre operations.
Compliance & Regulatory Oversight
Ensure all centres meet health and safety, fire safety, and building compliance standards.
Lead on risk management, incident reporting processes, and emergency preparedness (i.e. Business Continuity Planning).
Relationship lead for landlords, contractors, suppliers, and facilities partners – including annual contract negotiations and in-year monitoring.
Strategic oversight of all compliance requirements for exams and regulatory bodies, ensuring the team’s adherence to standards
Demonstrate a strong awareness of the regulatory implications of delivering training and apprenticeships, including DfE, Ofsted, and HSE requirements.
Essential Skills and Experience
Proven experience in a senior operations and facilities management role, across multiple sites.
Strong leadership and team development capabilities.
Excellent organisational, analytical, and problem-solving skills.
Proven experience managing health and safety, building compliance, and operational risk at leadership level.
Confident communicator with a collaborative and proactive approach.
Comfortable working in a fast-paced, service-led environment.
Proven experience in budget management and metric tracking
Proven project management experience
Desirable
Experience in education, hospitality, or similar customer-facing sectors.
Relevant qualifications in Health & Safety, Facilities Management, or Leadership.
Understanding of apprenticeships or the accountancy and finance sector.
IT skills
Working knowledge of the Microsoft Office suite (Word, PowerPoint, Excel, etc.), as well as MS Teams and Outlook.
Experience using a CRM system
Location
This is an office-based role, requiring all working days in our London centres.
Benefits
- 30 days annual leave (based on fulltime hours) PLUS bank holidays
- 3 FI Days per year
- Flexible-working positive employer with a range of family-friendly policies
- Employee Assistance Programme: 24-hour confidential access to counselling and support services
- Competitive Pension
- Private Medical Insurance
- Training and development opportunities
- Long-term career prospects in a growing company
First Intuition are dedicated to safeguarding children, young people, and vulnerable adults. All roles require reference checks, an enhanced DBS, and online searches in line with KCSIE guidelines. This post is exempt from the rehabilitation of Offenders Act 1974.
First Intuition is committed to safeguarding and promoting the welfare of children and vulnerable adults. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.
We are a disability confident employer, committed to equal opportunities for all applicants. If you need reasonable adjustments during the recruitment process, please let us know.
