Join to apply for the

Trust and Safety Operations Manager

role at

Checkatrade .

Location:

London or Portsmouth – 4 days per week in the office. If you are based in London, you will be required to travel to Portsmouth regularly.

OverviewRole summary and expectations for leading Trust and Safety operations, driving team performance, and delivering customer- and trader-facing excellence at Checkatrade.

Responsibilities

Leadership and Team Development: Recruit, train, and develop Associate Managers and Trust and Safety Associates to build a high-performing, values-driven team. Coach and empower Associate Managers to handle escalations confidently and effectively. Inspire a culture of motivation, accountability, and continuous improvement across all levels of the team.

Operational Performance and Process Excellence: Drive operational efficiency by identifying and implementing process improvements, automation, and workflow integration opportunities. Develop and maintain effective cross-functional relationships with Checkatrade leadership and operational teams to share best practices and support joint initiatives. Enhance departmental efficiency through technology enablement and continuous improvement programmes.

Onboarding and Early-Life Experience: Improve the quality and efficiency of the trader onboarding experience through data-led insights and KPI ownership. Identify opportunities to increase speed to vet, reduce cancellations during the vetting process, and improve early-life retention. Oversee the post-vetting onboarding journey, including discovery and progress calls, to support member satisfaction and long-term engagement.

Reporting and Performance Monitoring: Compile, analyse, and present key performance data and statistics to monitor individual and team performance, as well as overall Trust and Safety operations. Use data insights to inform decisions, highlight trends, and drive ongoing service improvements.

What you’ll bring

Self-Starter with a Growth Mindset: Proactive and resilient, with a strong “can-do” attitude. Able to drive forward initiatives, meet ambitious targets, and thrive under pressure.

Change Leadership and Continuous Improvement: Confident leading business change initiatives. Skilled at identifying and delivering improvements across Trust and Safety operations to enhance performance and impact.

Customer and Consumer Centric: Passionate about consumer protection and delivering excellent service to both consumers and Checkatrade tradespeople.

Inspiring, People-First Leadership: A motivating and empathetic leader who builds trust quickly, engages teams effectively, and creates a high-performance, high-engagement culture.

Strong Communication and Influence: Articulate and persuasive, able to communicate clearly and concisely with stakeholders at all levels. Adept at influencing decisions and gaining buy-in.

Data-Led and Analytical: A critical thinker who uses data and insights to inform decisions, identify trends, and support continuous improvement.

Systems Thinker and Efficiency Advocate: Naturally curious about how things work and passionate about designing scalable, automated solutions. Always asking, “Can this run without us?”

Comfortable with Ambiguity and Pace: Thrives in dynamic environments. Brings clarity in the face of complexity, responds with agility, and moves at pace to solve challenging problems.

About UsWe’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.

Job Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management and Manufacturing

Industry: Internet Marketplace Platforms

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