Operations Manager

  • Full Time
  • Chester

Operations Manager

Chester

£35-40k + Bonus + Benefits

Job Purpose-

 

Due to an exciting period of growth and expansion, our Call Centre is looking for an Operations Manager to lead the Customer Services division.

Our Customer Services team assist our customers with a range of queries, from amendments to booking details to resolving issues during their holiday. The team are responsible for ensuring that customers have the best experience possible throughout their holiday.

This newly-created Operations Manager role will be responsible for leading the Team Managers, ensuring that the teams are delivering a fantastic service in line with service targets and creating a fun and inspiring working environment for the team to thrive in.  Key accountabilities will include:

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 profitability and growth

Leading and mentoring Team Managers to assist them in driving performance within their teams

Ensuring compliance to regulatory obligations (e.g. FCA) at all times

 

The successful candidate will have a strong track record in Call Centre management and delivery of results.

 

Essential skills and experience

Change management

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.

 

Essential Experience-

 

Previous Call Centre management experience

Proven track record in driving results

Change management skills

Proven track record in motivating a team

Excellent time management skills

Ability to recognise problems and areas for improvements

Strong communication skills

Strong analytical skills

Previous Customer Experience management.

 

Desirable Experience:

 

Knowledge of HR policies, practises and procedures

Project management skills

Working with NPS

Working in a Customer led environment

Managing Team Managers

Working with Customer Insight teams.

 

To apply for this job email your details to chris@rsoltd.com