Our business is growing. And as it does, so does the importance of established and organised processes. We are on the hunt for a Head of Operations to help facilitate our growth by consolidating responsibilities from existing team members into a single role.

This is an opportunity to help mould an efficient team and to support clients as we scale. We want to continue to produce great work and support our team with good career progression in a fulfilling, enriching environment.

An ideal candidate for this role will have experience in a digital agency, and knowledge of the practice of planning, designing, developing and iterating websites and digital projects across a number of sectors.

The role

We see the role spanning six core areas of our business: People; Process; New business; Client services; Compliance and Reporting.

Note: We’re not expecting all of the below to be tackled from day 1!

People

  • Collaborate with project management, design and development teams to assess needs and identify where we need new talent.
  • Oversee recruitment to ensure we have the right people with the required skills.
  • Onboard new employees, including contracts and right to work.
  • Support our team, protecting them from burnout and enabling their development.
  • Monitor and update career progression plans and organise training with our team leads.
  • Direct monthly one-on-ones between team members and leaders.
  • Organise annual appraisals and capture outcomes for the business to improve upon.
  • Oversee the organisation of monthly team events and annual retreats.

Process

  • Translate company vision into short and medium term goals and put in place a plan to achieve them.
  • Assess, simplify and document our ways of working and develop processes to improve efficiency and profitability.
  • Identify and automate unnecessary manual processes.
  • Implement and assess project retrospectives to help us learn and improve.

New business

  • Support responses to briefs and represent the business at pitch-stage.
  • Represent the business at conferences, meet-ups and other events.

Client services

  • Facilitate the smooth onboarding of new clients, ensuring a consistent, positive experience from the outset.
  • Establish clear and effective communication with clients to provide updates, address concerns, and maintain positive relationships.
  • Implement client satisfaction surveys to gather feedback and identify areas for improvement.
  • Act as a point of escalation for client and resolve issues promptly, working collaboratively with internal teams to ensure client expectations are met.
  • Develop and implement strategies to enhance client success (retention, loyalty, satisfaction etc).
  • Act as a client advocate within the agency, ensuring that client perspectives are considered in decision-making processes and service improvements.

Compliance

  • Review and establish policies as our needs change.
  • Systematise policy audits to ensure ongoing compliance.
  • Oversee data protection measures to ensure the confidentiality and security of sensitive information (both internally and on client projects).
  • Ensure that contracts adhere to legal standards and regulatory requirements (e.g employment law), liaising directly with our legal counsel where necessary.
  • Identify, assess and mitigate risks.
  • Ensure our insurances provide sufficient cover and are renewed annually.
  • Implement and enforce health and safety policies to encourage good remote working practices.
  • Review organisational security measures and policies and obtain certification under relevant schemes such as Cyber Essentials Plus or ISO27001

Reporting

  • Define and track KPIs that align with organisational goals and objectives (efficiency, profitability, new business and so on)
  • Develop and maintain reporting dashboards that provide a visual representation of KPIs.
  • Automate reporting where possible to help timely decision making and rapid responses where necessary.

Working at Ten4

Some of the things you might like about working at Ten4

Flexible, remote work, from anywhere in the UK and 25 days annual leave

Our team is all over — working from Cumbria to Dorset and sometimes even farther afield. And if you’re an early bird? Start at 08:00. Night owl? Start at 10:00. You choose when to bookend your working day so you can fit in the things that are important to you, like school runs, evening classes, or even just a lie in.

£1,000/year professional development budget + regular catch-ups with a director or team lead

Your professional development is important to us. So if you spot an opportunity to learn via courses, books, conferences and so on, we’ll back you up to £1000 a year, every year. You also get monthly one-to-ones with a director or your team lead, to make sure you’re happy at work and growing your skills and experience.

£200 to get your home office in shape

We want you to be comfortable in your workplace, so when you join Ten4 you’ll get £200 to splash on whatever you want to make your home office work for you.

Regular coworking

We all need a break from the home office once in a while. We have a coworking subscription to allow you to do just that.

Macbook Pro with any additional peripherals you need

All the tech you need will be couriered to your home before you start.

Regular socials and an annual company retreat

Half a day, usually once a month, to get together with the team and do something fun, followed by a bite to eat and a friendly drink. If you don’t drink, that’s fine too; several of our team are tee-total.

We also take an annual company retreat — last year we went to Barcelona for the Craft CMS conference.

Two-month paid sabbatical after seven years

We reward long service with a two-month paid sabbatical, which can be taken in whole or in parts at any time after seven years of employment.

Our values

Empathy

Understanding and feeling the motivations, frustrations and experiences of those we design for helps us in every aspect of our work.

Creative problem solving

We don’t shy away from complex or challenging projects. If there’s a way through, we’ll find it.

Collaboration

At the core of all our projects is a happy marriage of our clients’ expertise and ours. We believe the best way to meet goals is to work together as one team.

Honesty and dependability

Fostering trust is essential to create long-lasting relationships.

Outcome focused

Dedicated to delivering lasting value.

Fun and friendly!

We want to do interesting work with nice people, be kind to each other and get the job done.

Equal opportunity

We’re committed to equality of opportunity. You will be able to make the best use of your skills, free from discrimination or harassment, knowing that all decisions are based on merit.

Salary

From £55k per year, negotiable according to experience

Apply for this job or ask a question

You can email any questions about the role, our company or anything else to jobs@ten4design.co.uk

Application process

Send your CV and a cover letter outlining why you're suited to the role to jobs@ten4design.co.uk

Applications will be assessed on a rolling basis, here's what you can expect:

  1. Your CV and cover letter will be reviewed by a member of the team
  2. We’ll invite you for an initial 15-30 minute screening call at a time to suit you to introduce the role and cover any questions you might have
  3. You’ll meet with one of our Directors who will give an introduction to Ten4 and how we work. We’ll ask you to talk about projects you’ve worked on and demonstrate some of the skills/experience in the job description

We can’t wait to hear from you.