**Operations Manager

5 days ago


Liverpool, Liverpool, United Kingdom Natural HR Limited Full time

Job Summary

We are seeking an experienced Operations Manager to join our team at Natural HR Limited. As a key member of our organization, you will be responsible for managing and coordinating the delivery of MSite projects to our customers.

Key Responsibilities

  • Project Management: Coordinate the delivery of projects to our customers by working closely with the wider team to ensure projects meet Service Level Agreements (SLAs).
  • Customer Satisfaction: Drive customer satisfaction and improve communication with clients.
  • Team Leadership: Lead, mentor, and motivate the team to achieve individual and collective goals.
  • Training and Development: Ensure the Operational team are trained to the appropriate level on all MSite product modules.
  • Performance Management: Conduct regular performance reviews, 121's to identify training needs, and provide opportunities for skill development.
  • Customer Service Strategy: Develop and implement customer service strategies to enhance customer satisfaction, NPS, and retention.
  • Process Improvement: Continuously review and enhance customer service processes and procedures to streamline operations and improve efficiency and quality.
  • Data Analysis and Reporting: Track and analyze customer service metrics and KPIs to measure team performance and identify areas for improvement.

Requirements

  • Proven Experience: Proven experience in Resource management, delivering outstanding customer service, and software and IT support within a fast-paced working environment.
  • Leadership Skills: Strong leadership and people management skills, with a focus on team building and performance improvement.
  • Communication Skills: Excellent communication skills (written and verbal).
  • Problem-Solving Skills: Ability to thrive under pressure, confident dealing with problems that arise, and managing them through to resolution.

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