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Operations Support Manager Job Description
Department: Operations Department Team: Operations Reports to: Executive Head of Operations No. of direct reports: 1 No. of indirect reports: 0 Grade: Manager Hours: 35 hours per week (may be a need for additional hours outside of business
hours and weekend work) __________________________________________________________________________________
Job purpose To manage key operational areas shown below and deputise for the work of the Head of Operations. Provide line management of the Receptionist and for the work undertaken in this area. The job holder will support work in other areas of the IBMS on a peripatetic basis as directed by the line manager.
The Department The Operations Team ensures the organisation runs efficiently by managing core processes, coordinating resources, and providing dependable day‑to‑day support. Focused on operational excellence, risk management, and continuous improvement, the team works collaboratively across departments to streamline workflows, resolve issues quickly, and enable colleagues to deliver their best work. As such, the Operations Department are responsible for the IBMS’s premises, facilities and IT and includes front of house services.
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Key tasks and responsibilities
Reception
• Manage the Receptionist and front of house services proactively to: o Ensure the work of the Receptionist is effectively undertaken and adequate cover is
provided. o Ensure the Receptionist is trained and appraised to carry out the duties provided by
this role and that these are completed in a timely and accurate way.
• Provide cover support for reception, telephone support and mail (including post and couriers) as required including helping with events, maintaining fob and sign-in systems, maintenance of telephone network portal and apps.
Operations business plan
• Responsible for completion and resolving issues arising from the Operations Business Plan within the timescales indicated including:
o Health and safety (H&s0 ▪ Undertake fire safety risk assessments, routine testing, drills and coordinate
the maintenance of equipment. ▪ Update documentation including emergency plan, fire risk assessments,
emergency evacuation procedures and maintain the Fire Safety logbook. ▪ Undertake a general health and safety risk assessment and VDU risk
assessment, and update logbook documentation. ▪ Instruct new members of staff on the H&S policies and undertake ongoing
awareness instruction of staff. ▪ Complete the record log of training provided for first aiders and fire
marshals. ▪ Manage the provision of cover for First Aid and arrange for training and
updates of stock and other First Aid materials. o Cyber security and data protection
▪ Review and update the Data Register, Email Usage, Internet Access, Anti- virus Procedure, Records Management Policy, User Security – Acceptable Use Policy, Privacy Notice, Password Policy and Manging Payment Card Details Policy
IT
• Deal with issues and queries as a first line point of contact in respect of IT equipment, network and applications and coordinate referrals appropriate to technical support providers escalating issues according to agreed protocols.
• Monitor and carry out routine maintenance tasks including application and licence updates, database manual synchronisations and backups.
• Ensure the maintenance of video conferencing technology including hardware and software applications on premise and for those working remotely.
• Undertake end user testing of new IT applications particularly for changes to the IBMS CRM and website data integrations, working with suppliers to resolve issues logged.
Facilities Maintenance
• Arrange for service/maintenance visits of equipment and fixtures including copier/printer engineers, air conditioning, security and fire equipment as appropriate.
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• Carry out visual checks on buildings physical condition, report and take remedial action as necessary.
• Arrange for the preparation of proposals from contractors where decoration, repair or improvements need to be made.
• Maintain the fixed asset register and provide an annual asset replacement schedule annually.
• Cleaning/ hygiene o Manage the monitor performance of cleaning and hygiene contractors and advise on
improvements where necessary. o implement regular schedule of ‘deep cleaning’ of offices including deployment of
specialist cleaning. o Regularly assess cost effectiveness of cleaning services contracts
Reception/telephone support
• Maintain mobile phone contracts and resolve issues with mobile telephone devices.
• Maintain cloud-based telephone system and manage improvements of desk phones and software solutions. Support users to maintain performance and service provision for members in conjunction with line managers where appropriate.
Other:
• Provide administrative support to the Executive Head of Operations as required.
• Other tasks and duties as requested by the line manager in line with departmental or organisational workload and priorities.
• Commitment to carry out the responsibilities of the post with due regard to IBMS policies and to treat colleagues and other IBMS stakeholders with respect and dignity at all times.
• Occasional travel, including overnight stays, within the UK.
Qualifications, skills, knowledge and experience
Qualifications / Training: Essential / Desirable
A level standard education or equivalent Essential
Previous Experience Essential / Desirable
Previous experience of working in a similar role, such as Office Manager.
Essential
A good understanding of IT systems and equipment. Essential
Proficient in Office 365 Essential
Familiarity with the use of databases Desirable
Customer service/administration experience Desirable
Familiarity with the use of databases Desirable
Key Skills / Attributes Essential / Desirable
Able to prioritise tasks and workload. Essential
Good organisational skills and attention to detail. Essential
Able to show initiative and solve problems within defined procedures.
Essential
Excellent telephone manner and good verbal communication.
Essential
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Other Requirements Essential / Desirable
Job holder able to move bags of mail and unpack, distribute boxes of stationery, configuring furniture and equipment for meetings.
Essential
Positive attitude and 'can do' approach Essential
A team player Essential
Flexible and enthusiastic to undertake various tasks Essential
Able to work away from home, including travel within UK and occasional overnight stays.
Desirable
Signature: .................................................................................................................................. Name: ........................................................................................................................................ Date: ..........................................................................................................................................