Purpose of the Role:
To lead the service delivery for an Operations Centres, in order to surpass our customers’ expectations.
To manage and deploy resources to deliver maximise operational success without compromising service levels, health & safety, quality, welfare or the engagement of our colleagues.
Motivate and inspire a team to be obsessed about delivering excellent customer service by providing support, guidance and development.
Ensure that all colleagues fully understand the key performance indicators for the Operations Centre and drive efficiency and effectiveness through a fully committed and high performing operations team.
Provide an environment that drives employee engagement in line with company values through clear management communication and effective cascade of relevant information.
Ensure the Operations Centre utilise systems, tools and processes to optimise service delivery.
Maximise the productivity and efficiency of the business whilst ensuring the quality of service to our customer is not compromised.
Ensure quality audits are carried out to ensure adherence to Company Policies.
Liaise with Customer Service colleagues to respond to customer feedback, ensuring customer queries are dealt with quickly and efficiently.
To conduct regular reviews, appraisal and training of all colleagues to ensure achievement of maximum productivity.
A motivational leader who inspires teams to deliver high performance.
Resilient and analytical leader who can problem solve
Previous experience in performance management developing people
Holds a valid Driving Licence
Hold an IOSH Managing Safety Qualification or equivalent.
Knowledge of Health & Safety in the workplace