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Assistant Operations Manager

4 months ago

Sheffield, Sheffield, United Kingdom FirstGroup Full time

Who are we?

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

About the job

  • As an Assistant Operations Manager you will support the operations manager in the daily running and management of one of our customer service departments.
  • You will support in motivating the team to reach key performance indicators.
  • You will identify, plan, and deliver continuous improvements to our customer service departments.
  • You will act as a role model, upholding the contact centre's values around performance and customer experience.

Your main responsibilities will be:

  • Support contractual and regulatory service levels across the department, raising issues to the relevant departments in a prompt and efficient manner.
  • Provide coaching, training, and feedback for Employees increase motivation and drive performance.
  • Lead team meetings to support the operation of the team, sharing knowledge, identifying training needs and process improvements.
  • Ensure the team comply with policies and procedures to mitigate business risk.
  • Sustainably increase efficiencies and exercise due diligence in delivering customer support.
  • Support the continuous improvement of the business in driving improvement in results and updates to teams.
  • Upskill the team and develop their capabilities to deal with complex customer issues.
  • Conduct root cause analysis and provide feedback for contact centre complaints to relevant stakeholders whilst implementing effective strategies for improvements.
  • Implement improvement actions identified through internal audit reports.
  • Provide a high level of quality and consistently improve customer satisfaction
  • Analyse CSAT responses and action accordingly
  • Support the operations manager with employee relations related meetings i.e., absence reviews, coaching, 1:1

As a minimum, you will need to have:

    • Experience as an operations manager within a Contact Centre environment
    • Experience in supporting large operational teams.
    • Strong experience coaching and motivating teams to excellent results.
    • Sound knowledge of general management, including but not limited to budgeting, business planning and people management.
    • Relationship / Stakeholder management
    • A drive to continuously improve and implement that within your work.
    • Understanding of customer data and how to analyse it.
    • Microsoft Technologies – Office 365, Teams, Outlook etc.
    Desirable
    • Understanding of the rail service sector and how customer support centres provide business value.
    • Working knowledge of regulatory issues, particularly data protection (GDPR)
    • Knowledge of customer relationship management systems (Salesforce)

About the location

Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.

Working pattern

Monday – Friday 8:00am – 18:00pm
37.5 hours per week

On-call weekend on a rotational basis (1 in 4)

You will be expected to cover any issues that may arise during the operational team's shift pattern of 06:00-23:00

The Reward

  • 25 days Holiday plus National Bank Holidays
  • Travel Offers for Bus and Rail*
  • Payroll Giving – donate directly from your pay to a Charity of your Choice
  • Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
  • All employee Share Schemes*
  • Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
  • Buy as You Earn - allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
  • Employee Assistance Helpline – free, confidential employee support service provided by an independent provider

*after 6 months of employment

We all belong at First Customer Contact . FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.