Senior Operations Manager

6 days ago


Beckenham, Greater London, United Kingdom FREEADS Full time

About the Role

We are seeking a highly motivated and experienced Senior Operations Manager to join our team at FREEADS. As a key member of our organization, you will be responsible for supervising a team of customer service administrators and ensuring the smooth day-to-day operation of our business.

Key Responsibilities:

  1. Manage and oversee the daily activities of the team in accordance with agreed service levels.
  2. Review, monitor, and maintain quality controls of the team's work, providing constructive feedback to enhance performance.
  3. Identify training needs within the team and provide coaching to develop skills and competencies.
  4. Regularly assess the performance and behavioral competencies of team members, providing guidance on areas for improvement.
  5. Develop and implement training and development plans to ensure the team is equipped to meet business objectives.
  6. Deal effectively with customer complaints and concerns, resolving issues promptly and fairly.
  7. Continuously improve and automate administrative processes to increase efficiency and productivity.
  8. Ensure all procedures are up-to-date, compliant, and fit for purpose.
  9. Work collaboratively within agreed processes and payment authority levels to achieve business goals.
  10. Manage business practices, processes, changes, and risks to minimize potential impacts.
  11. Perform administration tasks as required to support the team and business.

About You

To succeed in this role, you will need:

  • 2 years' experience as a Team Leader in a customer service environment, preferably in a financial services context.
  • A Level 3 award in Financial Administration or willingness to obtain it.
  • Excellent written and oral communication skills.
  • Experience in planning, monitoring, and controlling work to achieve business objectives.
  • Ability to motivate, coach, and develop a team to enhance performance and job satisfaction.
  • Strong organizational skills and ability to prioritize tasks to meet deadlines.
  • Good interpersonal skills to build effective relationships with colleagues, customers, and stakeholders.
  • Able to identify and assess risk in a customer services environment.

What We Offer

In return for your expertise and dedication, we offer a competitive salary of £35,000 per annum, paid monthly, plus an annual bonus based on individual and team performance. You will also have access to ongoing training and development opportunities to enhance your skills and career prospects.



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