Operations Manager

3 weeks ago

Washington, Sunderland, United Kingdom END. Full time

About the Role:

We are seeking a highly skilled and experienced Team Leader to join our Customer Service team at END. as a key member of our leadership team.

Key Responsibilities:

  • Oversee the workflow for the Customer Service team, ensuring efficient management of contact volumes, team workload, and personal development targets.
  • Directly manage a sub-team of advisors, providing coaching, training, and support to enhance their performance and development.
  • Lead by example, promoting a culture of excellence and quality standards, ensuring exceptional customer experiences within contractual SLAs.
  • Assist and coach the team in resolving complex customer queries and support with customer escalations.
  • Collaborate with other Team Leaders and management to improve customer success and support the evolution of the Customer Service department.
  • Hold regular one-on-one meetings with team members to ensure they are meeting targets, providing development support, and prioritizing employee satisfaction.
  • Support with interviews, onboarding, and training programs for new recruits.
  • Support the Customer Service Manager and Assistant Manager with additional tasks and contribute to processes such as return-to-work interviews and absence management meetings.
  • Continuously review and improve internal processes to ensure effective and efficient resolutions, collaborating with internal stakeholders.
  • Act as a Wellbeing Champion, ensuring a safe and supportive work environment, and facilitating open-door feedback sessions.
  • Create a motivating work environment that fosters a positive, can-do attitude and drives a departmental culture aligned with company values.

Requirements:

  • Strong management skills and a 'Can-Do' attitude, with previous success in a fast-paced, customer-focused environment.
  • Confident in handling customer escalations, managing difficult conversations, and taking ownership of issues until resolution.
  • Excellent communication, planning, and organizational skills for conducting 121 meetings and team workshops.
  • Good understanding of team integration and collaboration with other teams to achieve departmental objectives.
  • Suitable degree of PC literacy, especially in Microsoft Office programs.
  • Ability to work autonomously while remaining an integral team member.
  • Excellent organizational and time management abilities with a dynamic approach to problem-solving.
  • Friendly, kind, and approachable, with a passion for colleague engagement and creating a culture that strives for excellence.

What We Offer:

  • 29 days holiday (including bank holidays and birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Program
  • Opportunities for professional development and career progression
  • Free onsite parking

About Us:

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated, and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

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