Head of Customer Operations

2 months ago

Manchester, United Kingdom Mitie Full time

**Main Duties**
- To ensure all colleagues are fully motivated in their work, visibly live the corporate values and exhibit the behaviours which enhance the experience of the customers they serve as well as their own work experience.
- To embed staff training and learning and development
- To ensure appropriate levels of resources are deployed with succession and development plans in place
- To recognise and reward individuals and teams who deliver value add and best in class customer service provision.
- To oversee activities when the teams are managing critical incidents both internally and externally.
- To ensure TSOC Operations meets delivery targets and is recognised as delivering best practice by our customers, suppliers and internal organisation, proactively meeting changes as further customers, contracts, services and systems are brought into TSOC.
- To lead and manage the team, delivering Exceptional, Everyday and maximising best value and quality to the services delivered.
- To drive excellent performance levels with implementation of Service Improvement Plans ensuring continuous improvement, best practice and innovations are core to our operating model.
- To work within contract governance arrangements creating sustainable relationships at all levels and lead on customer satisfaction.
- To manage all performance matters effectively to reduce risk of SLA/ KPI breaches and associated service penalties and to protect our reputation with our customers.
- To represent TSOC in bid discussions and new client mobilisations and demobilisations, including hosting visitors.
- To provide timely and accurate reporting of operational and commercial information in accordance with the agreed governance arrangements.
- To feed into service desk risk management processes and systems to deliver the business resilience and service continuity.
- To work with internal Mitie external suppliers to provide an integrated and seamless service delivery model to our customers and their stakeholders.
- To undertake effective cost management in-line with agreed budgets and maximise opportunities for additional revenue streams and cost savings initiatives.
- To actively contribute to the development and growth of the customer experience strategy based upon understanding of customer feedback.
- To provide visible and clear leadership on-site, promoting a culture of high-performance and customer focus with an environment of 'change'.

**What we are looking for**:

- Visibility to all shifts, given the 24/7 operation
- Customer focused ethos with a “Can do and does” attitude
- Excellent people communication skills with the ability to manage and develop positive relationships with customers, colleagues and stakeholders
- Engaging leadership style, able to relate easily and build credibility at all levels with the ability to manage through influence and willingness to take accountability for their teams' performance.
- Ability to make decisions based on key evidence and information
- Creates an environment which raises standards of performance and where others can take initiatives for themselves
- Uses ideas that have created growth elsewhere
- Actively encourages the team to adapt new practices and lead by example
- Builds teams on the basis of complementary strengths
- Aligns actions to change initiatives and seeks to understand the rationale
- Thinks laterally to identify new solutions to business issues
- Maintains effective behaviours in the face of setbacks or pressure
- A self-motivated leader with the ability to inspire others to maximise their potential.
- Passionate about quality and service delivery.
- A strong leader who can lead, coach and develop people to ensure an increase in individual performance.
- To have a good understanding of process improvement that can improve service, quality, efficiency and cost savings.
- To be resilient and calm in high pressure situations.

  • Head of Customer Operations

    3 weeks ago

    Manchester, United Kingdom AccessPay Full time

    The Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. - Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong relationships...

  • Head of Customer Operations

    1 week ago

    Manchester, United Kingdom AccessPay Full time

    The Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. - Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong relationships...

  • Head of Customer Operations

    4 weeks ago

    Manchester, United Kingdom AccessPay Full time

    DescriptionThe Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong...

  • Head of Customer Operations

    2 weeks ago

    Manchester, United Kingdom AccessPay Full time

    DescriptionThe Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong...

  • Head of Customer Operations

    2 weeks ago

    Manchester, United Kingdom AccessPay Full time

    DescriptionThe Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong...

  • Head of Finance Operations

    1 week ago

    Manchester, United Kingdom The University of Manchester Full time

    The Head of Finance Operations is a key role within the Finance Directorate of the University of Manchester responsible for circa 55 FTE’s delivering Finance Operations across the University and its subsidiaries. The post holder will lead this large function within the Finance Directorate who are currently embarking on a period of change and processes...

  • Meetings & Events Head Waiter

    2 weeks ago

    Manchester, United Kingdom Meetings & Events Operations Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Meetings & Events Head Waiter

    2 weeks ago

    Manchester, United Kingdom Meetings & Events Operations Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Head of Operations

    1 day ago

    Manchester, United Kingdom Rowan Recruitment Limited Full time

    Our client, an innovative and dynamic, manufacturing business is looking for a Head of Operations, who will report to the Managing Director and take responsibility for leading manufacturing and logistics. The business is people centric and committed to the highest standards of quality, service and support to its customers and is growing, with a turnover...

  • Head of Customer

    3 weeks ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    3 weeks ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    3 weeks ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    2 weeks ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    1 week ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    2 weeks ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Centre Operations and Partnerships

    3 weeks ago

    Manchester, United Kingdom The University of Manchester Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.Job DescriptionThe Head of Centre Operations will drive both operational leadership and delivery of the research strategy and portfolio of...

  • Head of Operations

    2 weeks ago

    Manchester, United Kingdom HSB Full time

    Head of OperationsAre you looking for an exciting new challenge? We are currently recruting for a Head of Operations for our Engineering Business. As part of your role you will work collaboratively as part of the Senior Leadership Team, the Head of Operations ensures the efficient, effective and integrated delivery of our Engineering services throughout the...

  • Head of Centre Operations and Partnerships

    2 days ago

    Manchester, United Kingdom The University of Manchester Full time

    The Head of Centre Operations will drive both operational leadership and delivery of the research strategy and portfolio of the MCRC. They will be responsible for the strategic management, research development, stakeholder management, business engagement and commercialisation activities in order to maximise the research opportunities and impact for the MCRC...

  • Head of Operations

    1 week ago

    Manchester, United Kingdom Southway Housing Trust Full time

    **Head of Operations** **Location: Didsbury, Manchester** **Salary: £48,676.00 - £54,085.00** **(Starting Salary £48,676.00)** **Full Time - 35 hours - Permanent** Southway Housing Trust is a community based housing organisation committed to providing high quality services to the people and neighbourhoods that we work in. Southway Housing Trust is a...

  • Head of Customer Services

    1 week ago

    Manchester, United Kingdom Zachary Daniels Full time

    **HEAD OF CUSTOMER SERVICE | LADIES FASHION BRAND | MANCHESTER | UP TO £70,000** An amazing opportunity has arisen to join a fast growing, premium and specialist fashion brand in Manchester. Due to the demand which they have been experiencing they are now in need of a Head of Customer Service to join their Senior Leadership Team to provide the consumer with...