Operations Manager
| Posting date: | 24 April 2024 |
|---|---|
| Salary: | £40,000.0 to £45,000.0 per year |
| Additional salary information: | £40,000 - £45,000 |
| Hours: | Full time |
| Closing date: | 24 May 2024 |
| Location: | Cheshire East, Cheshire, ST7 2WU |
| Company: | Hays Specialist Recruitment |
| Job type: | Permanent |
| Job reference: | 4552812_1713973660 |
Summary
Operations Manager
As the Operations Manager, you will hold a critical role in the call centre, overseeing complaints. Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.
Location North Staffordshire/South Cheshire
Responsibilities:
- Collaborate with stakeholders and clients to enhance organisational processes, focusing on quality, productivity, and efficiency.
- Ensure compliance with FCA and TCF regulations.
- Lead and motivate the team by setting clear performance expectations.
- Regularly review individual and team progress and take proactive measures to address performance gaps.
- Manage client relationships at an operational level, coordinating information requests and timely delivery.
- Explore ways to improve claim handling quality and processes, aiming to boost customer experience and NPS scores.
- Plan, execute, and communicate contact centre strategies and campaign performance aligned with broader business needs.
- Own the feedback process and analyse data to drive improvements.
- Uphold our data protection and information security policies and procedures.
- ️ Foster open and honest two-way communication, ensuring key messages are disseminated.
Requirements:
- Relevant experience in a similar position in a contact centre environment
- Demonstrated skills in proactive leadership, particularly in developing and motivating a call centre team.
- Highly collaborative, resilient, determined, and confident.
- A proven track record of , especially within the contact centre.
- A focus on results and commercial awareness.
- Ability to think creatively to solve challenges.
- Proficiency in FCA regulations, with the ability to mentor and educate others on this topic.
- Strong knowledge of reporting, analysis, and trend spotting across all business areas.
- A proactive mindset with a sharp focus on process improvement.
Package:
- Annual salary of £40K - £45K.
- Private Medical Insurance.
- Company Pension Scheme.
- Additional perks, discounts, and offers.
- Experience in a contact centre environment
- Experience in a highly regulated environment.
If this is you, call or email make for a further conversation.
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