Operations Manager
Full job description
The Recruitment Bar
Salary: £45,600 – £50,400 per year
Operations Manger
Wellingborough
F/T
Job Description
Lead, plan, prioritise and monitor the delivery of first-class customer service within the contact centre to meet regional and corporate objectives and Key Performance Indicators within agreed quality and compliance standards and service levels, through effective people management and working practices.
Role Profile
Reporting to the Operations Director you will manage the performance and efficiency of your specific site operations in conjunction with your department.
Manage and lead the department in a fast paced and evolving environment focusing on customer service, KPIs, and teamwork. Promote, lead and manage continuous improvement to deliver efficiency and customer service benefits.
Ensure effective resourcing, leadership, and development of people management practices, whilst motivating and coaching the team to deliver exceptional service.
Management of support services including facilities management, Health & Safety, site security and risk analysis.
With in-house innovative IT systems, drive system improvement for greater efficiency whilst maintaining quality and exemplary service delivery, to meet the service requirements of our clients and the needs of the customers.
Effective reporting and analysis of qualitative and quantitative data.
With a strong understanding of GDPR you will also be aware of the physical and virtual threats to data security. The promotion of secure data practices will be a critical requirement at all times.
Be responsible for effective compliance and quality assurance across the site.
Build and maintain effective relationships with internal departments, clients, customers and suppliers.
Deliver projects and objectives to the standards and outcomes as agreed with the Operations Director.
Flexibility to support and attend occasional conferences and events. Occasional overnight stays may be required.
Person Specification
• have experience of managing a customer contact centre
• have an excellent work ethic
• be a proven leader with effective communication and team working skills
• have experience of people development and leadership
• have the ability to work co-operatively and collaboratively at all levels
• be customer centric
• be performance driven
• be able to create and manage budgets
• be able to work to agreed targets and objectives
• be strong but fair in your approach
• be innovative, creative and agile in your strategic thinking
• be organised and pro-active
• have strong analytical skills to identify and deliver improvements
• be IT literate with a strong working knowledge of Microsoft applications
• ideally, but not essentially, have experience in automotive/insurance claims.
Other
Hours: Average 39.5 per week, Monday to Friday, plus one in four Saturdays (8:30 – 12:30).
Equipment: Company will provide laptop and mobile phone.
Holiday: 23 days, plus statutory bank holidays, rising to 25 on completion of a full 3 years service.
Additional birthday holiday day.
Benefits: Employee benefits Scheme, including counselling service and 24/7 GP service.
Free food days.
Free parking.
Close to shops and amenities.
To apply for this job please visit definitejobs.co.uk.