Operations Manager - Customer Services

Posted 13 May 2021
Salary£45000 - £60000 per annum + + 10% bonus + car allowance
LocationManchester
Job type Permanent
DisciplineProgramme and Project Management
ReferenceTL00OPS
Contact NameTim Lee

Job description

Customer Services Operations Manager

What you will do
This position is responsible for leading, directing and motivating a team of circa 100 fte within our Customer Service Centre. Accountable for managing all aspects of the Customer Service centre and operational teams within our Manchester office covering 24/7 - 365 days a year.

Responsible for ensuring robust processes and practices are in place to deliver excellent customer services along with working with other Leaders to identify and deliver operational improvements both from an efficiency perspective and the Customer experience.

How you will do it

*Use customer feedback and market trends to drive change
*Working closely with your Team Managers you will lead and motivate your teams to meet all KPI's and SLA's
*Daily management of your team and conducting team meetings
*Plan and implement quality assurance for all processes and work closely with Operational Excellence/Sales operations to identify gaps in existing processes with a clear path for continuous improvements
*Coach and develop team through training and performance management process: To be visible and accessible to all team members and support high levels of employee engagement
*To instil a internal/external Customer centric culture focused on ownership and resolution
*To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement, trends and driving reduction of complaints.
*Make recommendations for improvement and assist in the implementation of those improvements to the satisfaction of internal and external customers
*Carry out ideation sessions and create initiatives to support growth and Customer Satisfaction
*To think innovatively about improvements and/or changes to that way we serve our customers
*Project management

What we look for
Required
*Customer Service background (essential)
*Appropriate experience at a fairly senior level
*Proven delivery of results
*People Leadership
*Proven delivery of results
*Strong Leadership skills
*Customer focus
*Ability to process and interpret complex information
*Commercial awareness

Preferred
*Experience of security industry preferable