Customer Service Operations Manager

1 month ago


Belper CP, United Kingdom Vaillant Group Full time
Job Description

We are seeking an experienced Customer Service Operations Manager to join our team at the Vaillant Group. As a key member of our operations team, you will be responsible for managing and supporting teams of Customer Service Advisors, ensuring business goals and operational targets are achieved and maintained.

  • You will use MI Data in relation to individual and team performance to support the coaching and mentoring of your direct reports to improve performance and efficiencies.
  • Generate growth of service products in line with customer requirements, forecast and budget by delivering optimum efficiency of skills and resources.

As an operational manager, you will take the lead on the recruitment of Customer Service Advisors whilst aligning with HR procedures and processes.

Requirements
  • Prior experience of operations management within a contact centre is essential for this role.
  • Qualifications: GCSE Grade 4 or above in English and Mathematics or an equivalent is required; a Level 3 qualification in customer service or team management is advantageous.
  • A flexible attitude and the ability to work under fluctuating business demands and meet deadlines.

The successful candidate will have excellent communication and leadership skills, as well as a proven track record of delivering results-driven solutions in a fast-paced environment.


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