Head Of Customer Operations Manager

Salary: up to £40,000 per annum DOE + car allowance + annual company performance-based bonus

The Operations Manager will be responsible for leading and managing a team of departmental managers, ensuring high performance and quality targets are met across each department. The Operations Manager will be responsible for high performance in all areas, including collections, quality, complaints, and absence. This role requires strong leadership skills, resilience, passion, organisation and dedication. You must be able to demonstrate strong people management, talent development, project management, bring innovative ideas and have strong attention to detail.

Responsibilities:

• Overseeing the day-to-day delivery of consistent and exceptional service standards and performance.
• Establishing high performing teams through continual development, recruitment and retention of the best staff.
• Overseeing staff training.
• Reviewing and setting targets, as well as planning areas of improvement or development.
• Conducting regular observations, coaching and feedback to improve performance and consistently exceed targets.
• Liaising with other teams, managers or clients.
• Being the central point of contact for office-based operations.

Candidate Experience:

• Minimum of 5 years’ management experience in a contact centre/regulatory environment is essential.
• Must have managed several team managers, e.g. covering the manager during sickness or holidays.
• Demonstrable experience in creating high performing teams, coaching and mentoring staff is required.
• Results driven.
• Team player.
• Excellent written and verbal communication skills.
• You can think on your feet and adapt positively to any situation that is thrown at you.
• Possess a proactive ‘can do’ attitude.
• Attention to detail.

Benefits:

• 25 days annual leave, plus bank holidays.
• Mandatory office shutdown between Christmas and New Year.
• Company pension scheme.
• Eye care vouchers.
• Social events.
• Sick Pay Scheme.
• Workplace Mental Health initiative.
• Free parking.