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Operations Manager
1 month ago
Operations ManagerLocation: Hybrid/Stoke (Onsite twice per week)Salary: Excellent basic salary plus bonus and Vodafone benefitsWorking Hours: Full time hours per week – Mon to FriHybridAt Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things.
Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role.
We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month.
Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.Who We AreAt Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company.
We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.Join our Customer Service team and help us deliver an amazing experience for our customers.
Earn their loyalty and trust by putting them at the forefront of everything we do.
As a high-profile Operational Lead, you will be responsible for driving and delivering performance, service, and outcomes for both colleagues and customers within a dedicated service area, including in-house, outsourced, and offshore operations.
You will oversee end-to-end complaint handling for both FCA and non-FCA reportable complaints.
Additionally, you will ensure the compliant operational delivery of the Collections Strategy and maintain positive relationships with regulatory bodies while achieving all operational KPIs.What you'll do Key Responsibilities:Oversee the operational management of the Specialist Care Service, including collections, recoveries, and FCA reportable complaints.Manage all operational aspects of complaints handling.Lead in-house teams to drive performance, engagement, and achieve top customer experience (CX) and workplace priorities.Ensure effective delivery of outsourced services through partners.Maintain regulatory compliance with FCA, OFCOM, and Consumer Duty standards.Manage relationships with senior stakeholders, including Group and UK board members, media, government, and regulatory bodies.Drive the transformation of operational delivery.Who you are You have a wealth of experience operating in customer-centric environments and possess outstanding written and verbal communication skills, enabling you to guide and influence both internally and externally.
Your leadership skills are demonstrated through your experience managing large, geographically dispersed teams and effectively leading large-scale operational service partnerships.
You thrive in fast-paced, evolving environments and have a proven track record of driving change.Your background includes working in FCA-regulated environments, and you have significant experience in operational leadership, particularly in dispute management and collections/recoveries activities.
Additionally, you have technical knowledge of associated regulatory requirements, such as DISP and Debt Management, which is highly preferable.
