Operations Manager

Operations Manager
As the Operations Manager, you will hold a critical role in the call centre, overseeing complaints. Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.
Location ?? North Staffordshire/South Cheshire
Responsibilities:

• ?? Collaborate with stakeholders and clients to enhance organisational processes, focusing on quality, productivity, and efficiency.
• ?? Ensure compliance with FCA and TCF regulations.
• ?? Lead and motivate the team by setting clear performance expectations.
• ?? Regularly review individual and team progress and take proactive measures to address performance gaps.
• ?? Manage client relationships at an operational level, coordinating information requests and timely delivery.
• �? Explore ways to improve claim handling quality and processes, aiming to boost customer experience and NPS scores.
• �? Plan, execute, and communicate contact centre strategies and campaign performance aligned with broader business needs.
• ?? Own the feedback process and analyse data to drive improvements.
• ?? Uphold our data protection and information security policies and procedures.
• ??? Foster open and honest two-way communication, ensuring key messages are disseminated.

Requirements:

• �? Relevant experience in a similar position in a contact centre environment
• �? Demonstrated skills in proactive leadership, particularly in developing and motivating a call centre team.
• ?? Highly collaborative, resilient, determined, and confident.
• ?? A proven track record of , especially within the contact centre.
• ?? A focus on results and commercial awareness.
• ?? Ability to think creatively to solve challenges.
• ?? Proficiency in FCA regulations, with the ability to mentor and educate others on this topic.
• ?? Strong knowledge of reporting, analysis, and trend spotting across all business areas.
• ?? A proactive mindset with a sharp focus on process improvement.

Package:

• ?? Annual salary of £40K - £45K.
• ?? Private Medical Insurance.
• �? Company Pension Scheme.
• �? Additional perks, discounts, and offers.

- Experience in a contact centre environment
- Experience in a highly regulated environment.

If this is you, call or email make for a further conversation.

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