Field Operations Manager

4 days ago


Nationwide, United Kingdom Fulmar Services Full time

Fulmar Services is seeking a skilled Field Team Leader to oversee daily operations of 20-25 field agents, ensuring client satisfaction and adherence to strict Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

About the Role

This key position involves managing daily activities, providing ongoing support, audits, and training to ensure optimal team performance. The ideal candidate has experience mentoring field-based teams, preferably in the debt industry.

Key Responsibilities:
  • Manage daily operations, including supervising field agents and coordinating tasks.
  • Ensure client requests are met and SLAs are adhered to, maintaining high levels of customer satisfaction.
  • Provide ongoing support, conduct regular audits, and deliver training programs to enhance team performance.
  • Collaborate with MPAAS teams to achieve business objectives and improve operational efficiency.
  • Motivate and support team members to achieve individual and business goals.

The successful candidate will have excellent problem-solving, communication, and change management skills, with a focus on safety and customer satisfaction.

Requirements:
  • Experience as a Team Manager or Senior Agent with mentoring field-based teams.
  • Background in the debt industry, preferably with Utilities experience.
  • Proven ability to meet KPIs and SLAs while maintaining high levels of customer satisfaction.
  • Strong analytical, problem-solving, and communication skills.
  • Ability to work effectively in a fast-paced environment.
Salary and Benefits:
  • Basic Salary: £35,000 per annum.
  • LONDON WEIGHTING PAYMENT: £2,500 per annum (if residing within the M25 area).
  • Fully expensed vehicle and Fuel Card for personal use.
  • 23 days annual leave, plus 8 bank holidays and 1 incremental service day, totaling up to 25 days.
  • Holiday Buy & Sell Scheme: purchase up to an additional 5 days annual leave.
  • Private Medical Care: opt-in to a private medical care scheme with Vitality after 3 months of service.
  • Life Assurance Cover: enrolled in a Company Life Assurance scheme with Zurich, providing 2x annual salary payout.

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