Job Description Connells Survey & Valuation Ltd is a Chartered Surveying and panel management company that offers a national service to clients. Our business is to provide mortgage valuation and survey reports on residential properties in the United Kingdom to private clients and to our lender clients, the banks and building societies, who provide the public with mortgages.The Operational Support Team Manager is expected to: Through effective leadership and communication inspire their team, creating a clear inclusive vision, building confidence and gaining trust and commitment Review QA results to identify areas of improvement and recognise great performance. Work closely with the Training team to promote best practice and enhance learning outcomes Proactively work with each and every member within the team to support and develop them to be ‘the best that they can be’ Proactively build a strong team by working with the Head of Recruitment and other managers within Central Operations to identify and recruit new Customer Service Advisors without prejudice, to satisfy all current and future capacity needs Be an active participant and contribute fully as a member of the Central Operations leadership team to manage change and create and implement new initiatives to increase revenue and quality of reporting, facilitating the growth and success of the business Carry out well prepared monthly 121s with the team using the standard report format and SMART initiatives, recognising strong behaviours and performance; addressing under performance and concerns; Pro-active in identifying training needs and opportunities within the team, creating and maintaining a training plan tailored to the needs of each individual and utilising all ‘tools’ available to develop each member of the team ‘to be the best they can be’ Relentless in managing, driving and achieving further improvements through analysis of MI/KPIs to ensure optimum performance and results, identifying areas for continuous process improvement Have oversight of the Bolton office and employees in Bolton Experience Worked as a team leader within a customer service environment (ideally contact centre) A proven track record of building and maintaining a high performing team, delivering innovative solutions and outstanding service results through strong leadership Ability to set clear vision and strategy Strong performance and risk awareness within a regulatory and client focused environment Previous experience of managing staff and addressing performance issues