Customer Operations Manager Dispatch

3 weeks ago


Walsall, United Kingdom Page Personnel Secretarial & Business Support Full time

An exciting opportunity has arisen for a Customer Operations Manager (Dispatch) to join a market leading Utilities business in Walsall. Due to continued growth and business strategy, our client is looking for a Customer Operations Manager to lead a multi-faceteddispatch team.

**Client Details**

Our client, based in Walsall, is a market leading business, servicing a vast amount of cusotmers on a daily basis. Due to continued strategic growth, our client is looking for Customer Operations Manager (Dispatch) to lead a team of customer service professionals.

**Description**

Duties of the Customer Operations Manager (Dispatch):

- Leading a fast paced team - team management experience is essential, along with the ability to create a high performing and engaged team
- Lead the team and other key stakeholders to maintain a 'customer first' culture, keeping customers informed and delighted every step of the way
- Support the Dispatch Team in the effective use of our auto-scheduling tool, ensuring the highest productivity and SLA compliance
- Own and deliver a set of weekly metrics, presenting to stakeholders with meaningful commentary and subsequently driving positive change
- Own any action plans associated with the metrics and continually drive a way forward working with the business to deliver for our customers
- Own the end to end dispatch process, working with all parties involved to create gold standard processes
- Lead regular workshops with our Echo and OnSite partners to drive continuous improvement initiatives
- Supporting the Head of Customer Operations to deliver exceptional customer journeys and all round high team performance
- Create and maintain a set of clear operating instructions for the Dispatch teams to ensure best practice is documented and reviewed regularly

**Profile**
- Leadership experience / skills to drive engagement scores
- Excellent communicator with the skills to translate messages across a broad range of stakeholders
- An eye for detail, driven by a customer focus
- Experience of working in a busy, dynamically changing environment
- Effectively plan, prioritize and organise own work
- Ability to work under pressure in a dynamic and changing environment
- Creative thinker, generating continuous improvement ideas
- Efficient problem solving skills
- Effective delegation of tasks
- Emotionally honed, self-awareness, positive behavioural attributes

**Job Offer**

The salary on offer is £40k - £45k

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