Operations Manager

3 weeks ago


St Albans, United Kingdom Eclipse Recruitment (Hemel) Limited Full time

A St Albans employer is looking to recruit an Operations Manager to oversee their Service Desk and manage a team of Service Administrators.

A strong starting salary of 45-47k is on offer.

The employer has a well respected name within their industry, and customers include some of the biggest brands in the UK.

The focus will be to deliver a high level of customer service ensuring that all requests are responded to and resolved within agreed time frames.

Day to day responsibilities for the Operations Manager will include:

- Queue management and appropriately logging all incidents and requests within the ticketing system
- Manage and set appropriate expectations of customers.
- Document customer specific procedures and ensure adequate knowledge transfer
- Review team performance and quality control results with the team
- Define and agree upon professional development goals
- Identify opportunities for growth and enhancement for team members
- Incorporate regular and timely performance feedback and coaching
- Regularly meet with team leaders and manager to review KPI’s
- Induction and training for new starters as required

**KPIs**
- All requests responded to within agreed targets
- All requests resolved within agreed targets
- Aged tickets within agreed targets
- Customer satisfaction within agreed targets
- Employee satisfaction within agreed targets

Requirements for the Operations Manager:

- 2 years' experience managing a service desk team


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