United Kingdom Permanent £50,000-£55,000pa

Job description

Are you an experienced Head of Operations who strives within a fast paced environment?

Do you have experience managing large operations to gain the best results for your clients?

If you answered yes to both of those questions, this may be the ideal role for you!

The Head of Operations will manage the delivery of operations by coordinating a team of operations managers and senior team leaders. The right person must be able to lead develop and motivate individuals within operations to successfully deliver go-Centric’s operations service strategy effectively. This is a unique opportunity for a passionate leader to empower and envelope individuals to fulfil and exceed their potential and add immediate value to our operations department.

Responsibilities

  • Act as line manager to four operations managers and senior team leader across all campaigns
  • Ultimately responsible for entirety of Operations
  • Ensuring adherence to all Service Level Agreements
  • Set objectives, creating and maintaining development plans and monitoring performance against agreed targets and standards
  • To manage performance by coaching operations managers, creating and maintaining development plans, conducting performance appraisals, recommending training, and encouraging individual employee participation in decision making
  • To communicate company policies
  • To drive and maintain performance improvement plans with individuals to encourage maximum performance at operational level
  • To ensure that the resources available (staff, equipment, information etc.) are deployed to optimise productivity and minimise waste
  • To drive improvements in client service performance by deploying best practice customer service management and ensuring appropriate measurement and monitoring is established
  • To identify and eliminate barriers to performance improvement and enable team members and individuals to contribute towards process and performance improvement to drive up productivity and ensure client satisfaction
  • To generate a strong focus on revenue development through targeting and measuring team performance on business protection and growth
  • To drive continuous improvement in customer service process and standards, as measured by Client SLA’s and other key metrics to increase business and client satisfaction.
  • To review operating reports and resolve operational problems, maximizing client satisfaction with minimum costs
  • To sustain and grow business partnerships with clients by encouraging proactive solutions
  • To identify problems, analyse trends and implement corrective and preventive actions and to document and share any plans with the client
  • To deal effectively with client complaints and issues by ensuring clear communication to the appropriate person and by taking the appropriate documented action

Qualifications

  • Higher/further educational qualification or the equivalent

Competencies

  • Strong influencing skills and able to positively influence outside area of direct control
  • Able to prioritise workload to meet challenging deadlines and ability to multi-task
  • Proficient with writing reports, business correspondence and procedure manuals
  • Thorough understanding of best practice in customer and client service environments covering people, process, and technology.
  • A strong leader who can clearly communicate a vision, providing direction and motivating others.
  • Extensive problem-solving skills
  • A good understanding of process improvement that can improve service, quality, and efficiency
  • Excellent communication skills in both written and verbal English.
  • Analytical skills: the ability to identify problems, collect data, establish facts, draw conclusions, and provide solutions.
  • Self-motivated with a vision of continuously adding value to customers and clients.

Experience

  • Three years related experience is Call Centre industry
  • Demonstrate success in improving customer service levels
  • Previous management experience and successful track record of leading, managing and developing large teams of people
  • Experience in working with people on different levels
  • Experience of negotiation and diplomacy
  • Experience in managing a budget and the ability to analyse statistical information

We Offer: In return for your hard work, you will receive a great deal of recognition for your work, but we also offer several tangible benefits such as:

  • Yearly salary starting at £50,000
  • Working from home permanently
  • The opportunity to gain further qualifications through external training
  • Excellent career progression and training opportunities
  • Employee pension
  • A great working environment with a fantastic team of people

Hours: 40 hours a week, between Monday to Friday. Some flexibility may be required.

Disability in the Workplace:

Please note, go-centric are a certified Disability Confident employer, and subscribe to the guidance in the Two Ticks Scheme. Under the Equality Act 2010 we, as the employer, are legally obligated to interview anyone with a disability that meets the minimum criteria for the post, offering any reasonable adjustments that may be required to complete the recruitment process and/ or the role itself. For more information regarding this please visit: www.direct.gov.uk/en/DisabledPeople/Employmentsupport/LookingForWork/DG_4000314 To disclose any information regarding a disability that requires additional support during the recruitment journey, i.e. Job Descriptions in large print, please contact the Recruitment Department by emailing us or by calling 0333 014 4401.

Start date Flexible
Location United Kingdom
Salary £50,000-£55,000pa
Hours per week 40
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