Operations Manager

2 weeks ago

London, Greater London, United Kingdom Executive Heads Full time £70,000
Job Description

Executive Heads are working exclusively with a trailblazing organisation committed to growth and fostering an environment where their staff thrive. With their customer-centric approach and cutting-edge solutions, they are an industry disruptor, revolutionising the sector and setting new standards.

They are looking for an operational focused leader to become their Customer Operations Manager who will oversee the day-to-day operations teams and proactively innovate their current processes while implementing and driving new ones as the business scales.

The Customer Operations Manager will also play an essential part in building and ensuring positive relations with both internal and external stakeholders, as well as the local community.

This is a newly created role that has been driven through private equity investment, multi-digit growth year on year and an increase in sales. The Customer Operations Manager will report directly to the Chief Finance Officer and have a team of approximately 150 people with 5 Direct Reports.

Key Responsibilities:

You will have full responsibility for overseeing customer care and excellence, ensuring end-to-end processes are managed to the highest standards whilst ensuring that the customers remain in the centre of everything you do. The role will include upholding and ensuring stringent health & safety, rigorous focus on following correct procedures, and performance management.

It is pivotal for the Customer Operations Manager to act as a positive change agent, implementing change and improvements. Ensuring optimum efficiency and effectiveness of service delivery, including resource and overtime management, and that service goals are successfully met.

You will be working in partnership with the Head of Customer Experience, responding to customer feedback and resolving complaints or concerns in a respectful and timely manner.

Whilst you will be directly reporting into the CFO, you will be working alongside Head of Operations and H&S Manager to ensure service and resources are safe at all times, fit for purpose, and appropriate risk assessments are in place and followed by the team.

Qualifications and Experiences:

We are looking for an experienced Operations Manager with a multi-discipline background and a proven track record in leading customer-focused teams who are used to working in a fast paced, high growth business. We require someone who is a process driven, hands on creative problem solver who is target orientated with a strategic mindset.

You will need to be a strong communicator, highly organised and efficient with an ability to coach, mentor and develop high-performing teams.

This is a unique opportunity to help build and grow the organisation as they scale and grow over the next few years. Salary will be up to £70,000 plus Pension, life assurance, private medical healthcare, Bupa Wellness Plan and Employee Assistance Programme with 30 days annual leave plus bank holidays.

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