Operations Lead

**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

The role offers the options of office and remote working, **offering 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**.

Operational Leaders are responsible for leading a team of circ.20 agents and 2 Performance Coaches, who will be taking customer calls to help support with queries, sales, complaints, repairs and account changes.

They will be measured on range of Key Performance Indicators including (but not restricted to):

- **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) -** which focus on protecting our customers and delivering exceptional service
- **Adherence to the Operating Rhythm -** which ensures consistency across the business, enables the business to spot and share best practice to benefit all and enables you as an Operational Leader to operate at the best of your ability.
- **Average Handling Time (AHT) -** Adherence (sticking to the intra-day plan) and Conformance (being here for the complete shift allocated) - which help manage a cost-effective operation, ensuring we are there for our customers when they need us.
- **Absence Management -** Ensuring your absence levels are effectively and appropriately managed. Being present for our customers means we are here to support them and being present with colleagues means the workload can be best balanced.
- **Retention -** ensuring following successful recruitment of colleagues for the business that we sufficiently train, coach and support the steps of the colleague journey with D&G. A key responsibility is to nurture talent and engage our people, resulting in inspired teams that are delivering the best possible customer experience.
- **Engagement -** Creating highly engaged teams to deliver outstanding business performance while fostering a great employee experience. Support your people to be the best they can be. Deliver on our promises to our people and each other

Our passion, determination and ambition lead us to set ourselves more and more challenging targets, which means you’ll be constantly striving to ensure we are optimising our culture and people.

About You

To be successful in this role, you will need:

- Experience within the Sales and Customer Service industry and experience within a Contact Centre environment
- Experience in leading, coaching and managing successful sales team, demonstrating the ability to land continued growth and continued motivation of your direct reports
- Have the ability to flex and remain agile in the face of change
- Understand the customer need and how we can continually improve their journey, as well as, helping our front line agents to enjoy and grow in the role

Working for us, works for you:

- Comprehensive training with clearly defined career progression opportunities
- 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. Cover also includes 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, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of 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 - Giving you the 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 - access to discounted Sky TV and mobile packages, together with a range of discounts for 10