Operations Manager – Customer Excellence Centre

Salary: £72,000 – £78,000 per year

SCC is Europe’s largest independently owned IT services group. We have been established for over 38 years, have over 5,000 employees within Europe and a turnover in excess of £2.75 billion. We deliver innovative, business critical and cost reducing IT solutions to both private and public sector organisations.

We now have an exciting opportunity for a Operations Manager within our new Customer Excellence Centre.

Overall Job Purpose:

As Operations Manager for our Customer Excellence centre you will be our ambassador for an exceptional experience for our end user services. You will own the measurement of quality and be responsible for key statistics, with a strong focus on their contribution to supporting the delivery of excellent service.

Main Duties of the Job:

•Establish and maintain strong and productive relationships with internal teams to ensure that service performance is effectively managed, monitored, and issues are dealt with promptly and in line with our “every ticket matters” approach to service.

•Lead and implement a customer experience improvement plan

•Review all customer survey responses, managing improvement initiatives and replies.

•Utilise strong analytical skills to interpret complex data, define and present clear recommendations in a concise manner to the business and our customers.

•Own service improvement opportunities, driving results through Service Assurance plans and Customer Service Improvement plans.

•Report on call quality through monitoring and tracking, providing feedback to operational teams and driving improvement initiatives

•Oversee health checks on Service Desk processes to ensure best practice is being followed or service improvement opportunities are captured.

•Take responsibility for any escalations regarding service issues.

•Define and maintain Knowledge Management policies, plans and procedures to gather, analyse, store and share knowledge.

•To oversee and promote the relevant Knowledge bases so that it is accurate, fit for purpose and ensure the knowledge is being used and shared to the right people in the right way.

•Help to improve organisation information and the way it is used and shared throughout the business and with our customers.

•Promote the use of technology to improve access to knowledge and improved customer journeys, working directly with the Head of Technology and Transformation on implementation.

•Oversee and manage teams reporting directly to you, including personal development, Recruitment and other associated activities to retain a motivated and skilled team.

Contribute and comply with Company Quality Assurance policy and standards, including the support of internal and external audits.

•To undertake Health and Safety activities commensurate with post and or SCC Group Health and Safety Policy.

Skills, Knowledge and Experience:

A positive “can do” attitude, willing to take on ownership and accountability for Service Desk experience

Proven track record of strong stakeholder management – building networks, creating and sustaining relationships with influence

Highly organised with the ability to adapt styles to suit the audience

Quality Assurance skills to assess quality and completeness of deliverables.

Experience of leading and managing a team

Proactive, diligent, self-motivated, a strong team player capable of working unsupervised and meeting requirements on their own.

Broad knowledge of Service Desk(s) processes and procedures.

Demonstrates a responsible, disciplined and analytical approach even when under pressure.

Be able to challenge the current way of operating.

Excellent people and communication skills.

Interested?

Then click the response button now

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