Do you excel in successfully managing a team which provides excellent customer service?
Do you have experience of leading a 24/7 operation?
Due to the continued growth of our client, they are looking for an experienced Team Manager / Operations Manager to manage their existing team of:
- 4 shift team leaders
- 20 full time customer service advisors
- 4 full time administrators
- 5 part time customer service advisors
The successful Operations Manager will be rewarded with an extremely competitive annual salary and overall package, as well as the opportunity to be part of the leadership team that develops this company further.
Daily responsibilities will include:
- Ensure correct competent staffing levels are in place 24/7
- Support excellent customer service across all operational teams
- Offer guidance and support to the shift team leaders
- Support development of the team though one to ones, appraisals and other appropriate interventions
- Organise and plan for regular training and development of the operations team
- Support senior management to deliver the business strategy consistently
- Contribute to and support the day-to-day operational strategy through effective communication
- Identify opportunities and initiatives for continuous improvement in ways of working, quality, consistency, and effectiveness
The hours are mostly Monday – Friday office hours, however due to the 24/7 nature of the operation the successful candidate would be expected to cover all shifts occasionally to get an understanding of the business at those times, and they would be expected to cover shifts if needed.
Some experience of working in a 24/7 operation would be advantageous, but a strong managerial background in an office-based customer service environment is essential.
Due to the nature of the business, none of the positions can work remotely so the successful candidate would need to be comfortable working in the office even in the event of future lockdowns.
Please contact me if you are keen to hear more details on this position.