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.
Skills Required
- Experience managing outsourced BPO partnerships, including vendor transitions and relationship management
- Experience creating and managing Statements of Work (SOWs) with Procurement
- Strong financial acumen: cost forecasting, invoice reconciliation, variance analysis, scenario modelling
- Experience with data visualization tools (Tableau) and turning manual processes into scalable solutions
- Experience maintaining BPO Quality Assurance frameworks, running QA calibrations and live call listening
- Excellent stakeholder communication and experience presenting operational performance at WBR/MBR/QBR-level
What We Do
Checkatrade is one of the UK’s top online marketplaces for home improvements and repairs. Our mission is to be the trusted foundation of every home by connecting people with trades and tools to make home improvements easy – because we believe safe and happy homes improve lives, support livelihoods, and build communities. From our humble beginnings in 1998 to becoming a national household name, we’re on an exciting journey. For more than 25 years Checkatrade has stood for reputation and raising standards – whether that is for our trade members, consumers, or our colleagues. We think big and are passionate about changing the face of home improvements and repairs. Today, we are a modern online marketplace and a force for good. We strive every day to support people to improve their homes and we don’t settle for the status quo – we are evolving, innovating, and growing. With generous investment from private equity partners Brookfield, we have an ambitious growth plan and a robust roadmap to get there. Led by our values – Be All In, Always Customer Obsessed, Get It Done, Be Bold, and Do The Right Thing – we are 500 high-performing individuals working across the UK, with high-spec offices in London and Portsmouth. We are here to be the best and inspire others to do the same, and to get there we need exceptionally talented, bright, and driven people – so if that sounds like you, you couldn’t join at a better time!
