Operations Manager
Operations Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Leading motivating and developing a team of customer service advisors
Overseeing recruitment induction ongoing training and performance management
Delivering and coordinating training for the customer service team
Encouraging continuous learning knowledge sharing and best practice
Leading and participation in monthly staff training sessions supporting team development
Acting as a first point of escalation forcustomeror technical issues and seeking a resolution
Rota planning to ensure optimal coverage and service standards
Leading the creation review and enhancement of operating procedures
Optimisation of customer support tools including CRM and telephone systems
Supporting the customer service advisors and providing cover where required
Monitoring customer feedback and conducting service audits
Ensuring excellent operational processes are in place to maintain high service levels
Analysing trends in lead generation reviews and calls to identify areas for improvement
Contributing to the development and implementation of new processes technologies and service improvements
Supporting the maintenance of accurate and confidential records
Delivering regular reports to the Management Team to inform decision-making and drive continuous improvement
You will be a proactive leader who seeks solutions and has a passion for developing people and processes. You will be confident in managing a multi-skilled team comfortable with technology and committed to delivering the highest standards ofcustomerservice.
You will have proven team leadership and will have worked in a similar role with a strong background in customer service delivery and process improvement.
This is a great opportunity to join this exciting business at a pivotal time in their development.
Required Experience:
Manager
Employment Type
Full-Time
