Customer Solution Centre Operations Manager

1 week ago

Glasgow, United Kingdom Three Uk Full time

Job Description Reporting into the Senior Manager, this is an exciting opportunity to join our Customer Solution Centre as an Operations Manager leading our Customer Solution Centre Team Leaders whose teams are responsible for owning and resolving complex complaints which arrive through our regulators or escalation points as well as supporting our vulnerable customer base and offshore Contact Centre.
You will be expected to create a culture of exceptional customer service, providing expert oversight, strategic direction, supporting customers, and ensure all quality and regulatory obligations are met.   Partnering with stakeholders across Three you will ensure consistent, high levels of operational effectiveness, customer experience and performance on an ongoing basis.  This is a hybrid working opportunity, where you will operate from home and Three's Glasgow offices, with a balance of home and office-based working.
What you will be doing in the role.
Leading our Customer Solutions Centre Team Leaders, instilling a strong customer-centric culture, focusing on complaints resolution and customer care.
Coach and support your team to achieve their personal, professional and performance goals.
Set and maintain high standards; holding your team accountable for their performance and identifying areas of potential improvement, both tactically and strategically.
Drive effective change, through continuous identification and implementation of operational best practices, across the Customer Solution Centre.
Reporting on operational outcomes across all metrics including department performance, root cause, remediations and continuous improvement plans.
Work closely with our Customer Experience team to shape the journey and strategy for our customers.
Working collaboratively with Planning to determine appropriate staffing levels for the service to business meet SLA.
Work closely with our Quality Assurance team to ensure quality and compliance expectations are met across Customer Solution Centre.
Lead the team through significant change, calling out risks and ensuring training and development needs are met.
  Qualifications Prior experience working in a regulated environment, ideally in the Telco or Financial Services industry.
Strong Operational Management experience within a complaints & case management environment.  Experience of managing Managers.
Operational experience in the delivery of short, medium and long-term strategic plans to meet Three business objectives.
Has a passion for growth and delivering against objectives.
Understands the department strategy and how it supports the key business objectives.
Excellent stakeholder management, collaborating with internal and external partners to drive efficiency, resolve issues, and enhance customer satisfaction.
Proficient using Microsoft Office packages (Teams, Word, Excel).
Additional Information What you'll receive in return… A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week).
28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
Private Medical Insurance, Life Assurance and Income Protection.
Free mobile phone package & unlimited sim-card.
.... Plus lots more including wellbeing and learning & development benefits
Our people make us who we are.
We're a diverse and inclusive bunch, and it's important you can feel you belong here.
We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
With that in mind, if you do not 'tick every box' in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team.
So, if you feel this role is for you, then please apply
We are committed to equality in employment and growing a diverse workforce.
We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this
We are a Disability Confident Committed Employer.
Need any reasonable adjustments?
Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30.
This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

  • Leisure Centre Supervisor

    6 months ago

    Glasgow, United Kingdom Easterhouse Sport Centre Full time

    Easterhouse Sports Centre is a charitable enterprise focused on having a positive impact on the local community. Alongside various local sports groups offering a range of sports and events, the centre offers a growing range of community services aimed at addressing physical and mental wellbeing. Easterhouse Sport Centre offers 2 full size sports halls, a...

  • Customer Solutions Operations Analyst

    1 month ago

    Glasgow, United Kingdom Greenbean Full time

    We are partnering with a company looking for a Customer Solutions Operations Analyst to join their Client Solutions Operations team in Glasgow on a 12-month fixed-term contract.Starting salary of £25,000.This role is centred around delivering exceptional customer service. You’ll be the key player in balancing customer needs and expectations with a diverse...

  • Customer Solutions Operations Analyst

    1 month ago

    Glasgow, United Kingdom Greenbean Full time

    We are partnering with a company looking for a Customer Solutions Operations Analyst to join their Client Solutions Operations team in Glasgow on a 12-month fixed-term contract.Starting salary of £25,000.This role is centred around delivering exceptional customer service. You’ll be the key player in balancing customer needs and expectations with a diverse...

  • Customer Solutions Operations Analyst

    4 weeks ago

    Glasgow, United Kingdom Greenbean Full time

    Job Description We are partnering with a company looking for a Customer Solutions Operations Analyst to join their Client Solutions Operations team in Glasgow on a 12-month fixed-term contract. Starting salary of £25,000. This role is centred around delivering exceptional customer service. You’ll be the key player in balancing customer needs and...

  • Operational Excellence Manager

    6 days ago

    Glasgow, Glasgow City, United Kingdom Kura Full time

    About Kura, we are committed to helping individuals develop and reach their full potential. We aim to shift mindsets from focusing on 'things and stuff' to 'people and behaviour', which we call 'Crossing the Bridge'. Our vision is to be unrivalled in developing people. We currently operate across 50 clients, providing award-winning outsourced contact centre...

  • Call Centre Operations Manager

    2 days ago

    Glasgow, United Kingdom Kura Full time

    Client Experience LeaderLocation: GlasgowHours: Monday to Friday 9am to 5.30pmSalary: up to 45000 DOETasksWho we areKura provides awardwinning outsourced contact centre solutions across UK and South Africa. Its software subsidiary Inisoft develops advisor desktop solutions with full omnichannel capabilities sold globally. Kura & Inisoft create and provide...

  • Customer Solutions Operations Analyst

    1 month ago

    Glasgow, Scotland, Scotland, United Kingdom Greenbean Full time

    We are partnering with a company looking for a Customer Solutions Operations Analyst to join their Client Solutions Operations team in Glasgow on a 12-month fixed-term contract.Starting salary of £25,000.This role is centred around delivering exceptional customer service. You’ll be the key player in balancing customer needs and expectations with a diverse...

  • Customer Experience Operations Director

    3 weeks ago

    Glasgow, Glasgow City, United Kingdom Three UK Full time

    Customer Solutions Centre LeaderWe are seeking an exceptional leader to join our Customer Solution Centre as an Operations Manager. This is a unique opportunity to lead a high-performing team responsible for owning and resolving complex complaints, while supporting vulnerable customers and partnering with stakeholders across Three.This role offers a hybrid...

  • Visitor Centre Operations Manager

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Beam Suntory Full time

    Become a key player in our Auchentoshan Visitor Centre as a Visitor Centre Operations Manager. In this role, you will be responsible for supporting the Visitor Centre Manager and contributing to the overall success of our premium spirits brand.Job RequirementsDeputise for the Visitor Centre Manager, covering regular weekend working and occasional evening...

  • Network Operations Centre Shift Lead

    6 months ago

    Glasgow, United Kingdom Capita Full time

    **Job title**: Network Operations Centre Shift Lead **Key Responsibilities**: - Process leadership to support 24/7 shift team - Support the successful resolution of service incidents, advising team members where required to improve process/knowledge - Responsible for ensuring appropriate NOC resources and escalations are in place for live Major Incidents -...

  • Motoring Centre Supervisor

    6 days ago

    Glasgow, Glasgow City, United Kingdom People Solutions Full time

    Become a valued member of the People Solutions team as a Motoring Centre Supervisor in Kirkintilloch. In this dynamic role, you'll oversee the smooth operation of the auto-centre, ensuring efficient management of resources and staff.Your main objective will be to manage the centre's daily activities, including staff supervision, customer engagement, and...

  • Staffline Operations | Internal Sales Executive | United Kingdom

    2 weeks ago

    Glasgow, United Kingdom Staffline Operations Full time

    Staffline is recruiting for Internal Sales Executive in the Southampton area.Apply today to work as Internal Sales Executive to become a part of the team in our client's busy distribution centre delivering trusted safety equipment, cleaning and hygiene products and workplace essentials to organisations nationwide.The rate of pay is up to £26,819 per annum +...

  • Food and Beverage Operations Manager

    2 weeks ago

    Glasgow, United Kingdom Novotel Glasgow Centre Full time

    Job SummaryWe are seeking a highly skilled Food and Beverage Operations Manager to join our team at Novotel Glasgow Centre.

  • Customer Connection Solutions Manager

    3 weeks ago

    Glasgow, Glasgow City, United Kingdom National Grid plc Full time

    Are you passionate about leading change and driving innovation? As a Customer Connection Solutions Manager, you'll play a key role in delivering solutions that enable customers to connect to the GB electricity system, driving the transition to net zero. Based in Glasgow, this role requires occasional travel to our Head Office in Warwick.About NESO's...

  • Customer Solutions Operations Analyst Position

    1 month ago

    Glasgow, Glasgow City, United Kingdom Greenbean Full time

    About the Role: We are seeking a highly skilled Customer Solutions Operations Analyst to join our Client Solutions Operations team in Glasgow on a 12-month fixed-term contract.Key Responsibilities: Deliver exceptional customer service by handling multiple inquiries, resolving issues within agreed timeframes, and balancing customer needs with diverse...

  • Motoring Centre Manager

    2 days ago

    Glasgow, Glasgow City, United Kingdom People Solutions Full time £27,000 - £33,000

    Join us as an ambitious Assistant Manager at People Solutions in Kirkintilloch, where you will have the opportunity to grow your skills and career. Our team is dedicated to delivering exceptional customer service and driving business performance.In this role, you will work closely with the Centre Manager to achieve business objectives, manage daily sales and...

  • Solutions Architect

    4 days ago

    Glasgow, United Kingdom Nhs National Services Scotland Full time

    x2 PostsAbout the Organisation:National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHSScotland providing invaluable support and advice at a strategic and operational level.NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in-class...

  • Complaints Handling Operations Manager

    3 weeks ago

    Glasgow, United Kingdom Three UK Full time

    Job DescriptionReporting into the Senior Manager, this is an exciting opportunity to join our Customer Solution Centre as an Operations Manager leading our Customer Solution Centre Team Leaders whose teams are responsible for owning and resolving complex complaints which arrive through our regulators or escalation points as well as supporting our vulnerable...

  • Hospitality Operations Lead

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Ibis Styles Glasgow Centre West Full time

    Are you a charismatic leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of success in a hospitality management role?We are seeking an experienced Hospitality Operations Lead to join our team at Ibis Styles Glasgow Centre West. As a key member of our leadership team, you will be responsible for driving...

  • Football Centre Assistant Manager

    2 months ago

    Glasgow, United Kingdom CV-Library Full time

    Do you have a passion for football and sport? Our client are top of the league when it comes to 5-a-side with 43 football centres throughout the UK. Not all 5-a-side pitches are created equal which is why they have all-weather 5-a-side arenas just like Europe’s top clubs! We are currently looking to recruit an assistant manager for our clients leading...