The Operations Manager will be responsible for leading the Team Managers within the Customer Services division and ensuring they are motivated and empowered to lead their teams successfully.
Looking after two Team Managers-
Customer Service team of around 14/15
The Operations Manager will report into the Director of Operations, and so will need to be a strong communicator, willing to drive change and suggest new ideas and drive a "customer-centric" culture within their teams as well as creating a fun working environment with good staff retention. In short, a confident personality not afraid to have a vision of their team and able to implement this.
They will need strong management experience, and be able to mentor and guide their Team Managers and be able to analyse and interpret data well.
Salary guide is £35,000 - £40k with a good benefits package, including bonus (up to 10% of salary), PMI, life assurance, and other benefits.
Delivery of team and departmental key performance indicators and service levels - ensuring a high customer culture at all times
Management of team performance, retention and recruitment of new team members
Constantly reviewing and suggesting improvements to the customer journey to improve the experience for customers and to drive profitibility and growth
Leading and mentoring Team Managers to assist them in driving performance within their teams
Ensuring compliance to regulatory obligations at all times
The successful candidate will have a strong track record in Call Centre management and delivery of results.
Essential skills and experience
Previous Customer Experience Management
Proven track record in motivating teams and delivering results of SLAs consistently
Strong communication and analytical skills
Ability to identify problems and inefficiencies and to conceive and push through improvements
Beneficial skills and experience
Knowledge of HR policies and practices
Project management skills/ qualification
Working with Net Promoter Score (NPS)
Experience of managing Team Managers
Working with Customer Insight teams
The successful candidate will be a results-driven, motivated individual with an excellent eye for detail and a strong team ethic. Analytical skills and good decision making ability is essential, as is a willingness to take on responsibility.
A good eye for detail is essential, as are strong organisational skills and a calm, flexible and reliable approach.
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