Operations Manager

Operations ManagerAs the Operations Manager, you will hold a critical role in the call centre, overseeing complaints. Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.Location North Staffordshire/South CheshireResponsibilities:

• Collaborate with stakeholders and clients to enhance organisational processes, focusing on quality, productivity, and efficiency.
• Ensure compliance with FCA and TCF regulations.
• Lead and motivate the team by setting clear performance expectations.
• Regularly review individual and team progress and take proactive measures to address performance gaps.
• Manage client relationships at an operational level, coordinating information requests and timely delivery.
• ? Explore ways to improve claim handling quality and processes, aiming to boost customer experience and NPS scores.
• ? Plan, execute, and communicate contact centre strategies and campaign performance aligned with broader business needs.
• Own the feedback process and analyse data to drive improvements.
• Uphold our data protection and information security policies and procedures.
• Foster open and honest two-way communication, ensuring key messages are disseminated.

Requirements:

• ? Relevant experience in a similar position in a contact centre environment
• ? Demonstrated skills in proactive leadership, particularly in developing and motivating a call centre team.
• Highly collaborative, resilient, determined, and confident.
• A proven track record of, especially within the contact centre.
• A focus on results and commercial awareness.
• Ability to think creatively to solve challenges.
• Proficiency in FCA regulations, with the ability to mentor and educate others on this topic.
• Strong knowledge of reporting, analysis, and trend spotting across all business areas.
• A proactive mindset with a sharp focus on process improvement.

Package:

• Annual salary of £40K - £45K.
• Private Medical Insurance.
• ? Company Pension Scheme.
• ? Additional perks, discounts, and offers.

- Experience in a contact centre environment- Experience in a highly regulated environment. If this is you, call or email make for a further conversation.

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