Industrial Operations Director

1 week ago


Belper, Derbyshire, United Kingdom Blue Arrow Full time

Company Overview


Blue Arrow Derby is proud to partner with a leading manufacturing company in search of an experienced Operations Manager to join their Contact Centre on a full-time permanent basis.


Job Summary


The successful candidate will be responsible for managing and supporting teams of Customer Service staff, driving operational targets, and delivering excellent customer service. This role requires strong people management skills, excellent written and verbal communication, and the ability to work under fluctuating business demands.


Key Responsibilities:



  • Manage and support teams of Customer Service staff working in line to company business goals and operational targets.
  • Use MI Data in relation to individual and team performance.
  • Support the coaching and mentoring of your team 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 resource.
  • Deliver excellent customer service to both internal and external customers.
  • Implementing best practice and taking ownership of customer dissatisfaction escalations to achieve a successful resolution.
  • Develop problem resolutions skills to ensure that customers are treated fairly through all communication channels.
  • You will take the lead on the recruitment of Customer Service Advisors whilst aligning with HR procedures and processes.

Requirements:



  • Previous 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.
  • Level 3 qualification in customer service or team management is advantageous.
  • Strong people management skills.
  • Excellent written and verbal communication skills.
  • A flexible attitude and the ability to work under fluctuating business demands and meet deadlines.
  • Experience of producing accurate MI data and using this to drive performance.

Salary and Benefits:


The estimated salary for this position is around £40,000-£55,000 per annum, depending on experience. In addition to a competitive salary, the company offers a range of benefits including a generous pension scheme, death in service benefit, staff bonuses, external training, and employee assistance programme.


Bonus Structure:


Candidates can earn up to £1,500 bonus each year based on individual performance.


About Us:


Blue Arrow is a Disability Confident Employer committed to finding great work opportunities for great people. We offer a dynamic and inclusive workplace culture where employees can grow and develop their careers.



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