Senior Operations Manager

16 hours ago


Saint Ives, Cambridgeshire, United Kingdom Equals One Ltd Full time £27,300

Job Overview: We are seeking an experienced Senior Operations Manager to oversee the daily operations of our service desk team. As a key member of our leadership team, you will be responsible for ensuring efficient and high-quality support for our clients.

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About the Role: The successful candidate will have proven experience in managing teams and providing training, mentorship, and fostering collaboration to meet team and business goals. You will be responsible for tracking key metrics such as response times and customer satisfaction to evaluate team performance and implement strategies to enhance service delivery.

Key Responsibilities:

  • Oversee and manage the daily operations of the service desk team, ensuring SLAs and KPIs are achieved for client accounts.
  • Track key metrics like response times and customer satisfaction to evaluate team performance.
  • Provide training, mentorship, and support to foster a skilled and collaborative team environment.
  • Act as a point of escalation for client queries and complaints, ensuring smooth resolution of complex problems.
  • Create, update, and enforce service desk policies, processes, and procedures to optimize operations.
  • Balance operational efficiency with user satisfaction by maintaining a focus on delivering high-quality service.

Requirements: To be considered for this role, you must have a proven track record of providing excellent customer service and have experience managing teams. You should also be a great communicator and be able to adjust your language to suit different audiences.

What We Offer: In addition to a competitive salary (£55,000 - £65,000 per annum), we offer a range of benefits, including annual leave, Simply Health plan, gym discounts, and an Employee Assistance Programme.



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