Operations Lead

Contract 6-month fixed term/secondment Location Flexible working with visits to our offices in Nottingham/Brighton – mostly trips to Brighton on a monthly basis, but this might increase depending on required meetings and tasks Working Hours 37.5hrs per week between the hours of 8-8 Monday to Sunday where you are required to work 1 full weekend and 1 Saturday on a 5-week shift pattern Responsibilities Operational Leaders are responsible for leading a team of approximately 20 agents and 2 Performance Coaches, who will be taking customer calls to help support with queries, sales, complaints, repairs and account changes. Key Performance Indicators (KPIs) Sales Conversion – with a focus on increased growth, month on month, to align with our business OKR’s Team Quality Assurance (QA) & Customer Satisfaction (CSAT) – protecting customers and delivering exceptional service Adherence to the Operating Rhythm – ensuring consistency across the business, enabling best‑practice sharing and optimal operation Average Handling Time (AHT) – adherence (sticking to the intra‑day plan) and conformance (being here for the complete shift allocated) Absence Management – ensuring your absence levels are effectively and appropriately managed; being present for our customers and colleagues balances workload Retention – nurturing talent and engaging our people, resulting in inspired teams that deliver the best possible customer experience Engagement – creating highly engaged teams to deliver outstanding business performance while fostering a great employee experience About You Experience within the Sales and Customer Service industry and a Contact Centre environment Experience in leading, coaching and managing a successful sales team, with the ability to achieve continued growth and motivate direct reports Ability to flex and remain agile in the face of change Understanding of customer needs and continual improvement of their journey, while helping front‑line agents to enjoy and grow in the role Benefits Comprehensive training with clearly defined career progression opportunities Regular incentives with amazing prizes to be won Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Covers unlimited access to a 24/7 virtual GP service Pension scheme – matched employer contributions up to 5% of basic salary Life assurance – employer funded cover of 4x basic salary Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services: Salary Finance – access to savings and borrowing through payroll Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, all‑inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on brand‑new vehicles Travel Loans – interest free loans to help spread the cost of annual travel tickets Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000 Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes OnHand – opportunity to be an Eco & Social volunteer via a handy app; volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends Employee discounts – a range of discounts for 100s of online and high street retailers Equal Opportunities & Referrals Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks. Referrals increase your chances of interview at Domestic & General by 2x. #J-18808-Ljbffr