Operations Team Manager Nights Location: Andover 44 hours per week, 4 on 4 off Salary: £44,761.68 We are the Pure Group, and for all those fantastic Operations Managers out there, looking for a new direction and new career, this is the moment to join our well-respected Customer Care Team - who are truly valued, and integral to supporting us to maintain our quality standards, our reputation and our 5 customer service. Who Are We? The Pure Group was formed with the primary focus to disrupt the market, and has successfully grown into a very successful collective of companies, specialising in end of life and later life planning including funeral plans, insurance products and Cremation services. We are fast moving, high growth, entrepreneurial, direct to consumer, and regulated by the FCA. Our locations include Hampshire, Midlands and Scotland, with a continued expansion programme. We are the market leader, and our brand awareness is phenomenal, being the best known brand in a growing sector. We have more 5 reviews on Trustpilot than any of our competitors, with focussed ambition for continued growth, whilst maximising our competition edge. We have strong Pure Values, and take pride in caring deeply about our customers and their loved ones. We take accountability, and we never settle for second best - working at Pure means being part of a growing, exciting Group, that makes a real difference to the people we serve. What does our successful Operations Team Manager look like? As a manager of Pure, you will be expected to lead by example, uphold our strong Values; take pride in what you do, and care deeply about our customers, their loved ones, and our employees. You will take responsibility and accountability for your actions, and never settle for second best - working at Pure means you are part of a growing, diverse exciting Group, which makes a real difference to the people we serve. The Role As the Operations Team Manager you will lead and manage the performance of the Night team based within our Customer Contact Centre. You will ensure that our customer calls are answered quickly, professionally, and effectively – always with the upmost care. You will ensure that your team perform and maintain to Pure’s highest standards – delivering Pure’s expectations, acting with integrity, and behaving as “true professionals” in line with our Values. You will also manage and adhere to our Values, Policies and Procedures, at all times, Key Responsibilities Leadership and Management Lead and manage the team and individual performance. Ensure that all KPI’s are successfully achieved for your team’s rotation Conduct regular 1:1 meetings with all team members to review individual performance Address individual performance concerns and issues swiftly and fairly, whilst seeking the support of the HR department. Lead by example, and act as a professional role model, coaching and mentoring your team Work in partnership with the HR and L&D teams, recruiting the right people with the right skills, supporting induction, and ensuring, new recruits understand what is expected, are compliant, and conduct themselves, in line with Pure’s performance standards, values, policies and procedures. Work in partnership with the L&D team regarding any learning & development needs identified to enable the team to be successful. Work in partnership with the HR team to ensure the proper performance of your team, and that you appropriately adhere to legislative requirement, and Pure’s expectations. Ensure that you adhere and manage your team within Pure’s Policy and Procedure framework. Including all legislative and regulatory requirements, including anti-harassment & anti-bullying, and data protection. Operations At the beginning of your shift ensure you have received an appropriate handover from the previous shift manager, and at the end of your shift ensure you have prepared an appropriate handover, including details of any equipment issues identified during your you shift. Act as first point of escalation for Expression of Dissatisfaction (EODs), complaints, and more complex cases. Ensure any IT or Telephony issues are reported to the IT service desk immediately to be resolved. Ensure that any instances of where the call pausing function is unavailable when taking payment are reported to the Group Data protection officer immediately and the correct process is followed for completion of the call recording. Ensure you are familiar with all health and safety requirements for the site and those relating to any remote workers, PA crews on shift. Ensure our Private Ambulances are deployed by your team, effectively and efficiently, to our families, and customers, Act as a Champion for Health and Safety across the teams so that all activities are conducted with Safety and People Welfare as a prime consideration. Positively support, and work in partnership with your colleagues, including your line manager, the Customer Operations Manager. Attend all meetings, and training requirements as required. Provide written and verbal reports, and presentation of facts and statistical data as required. Quality Assurance Provide your team with QA feedback in a timely manner. Where a fail has been awarded this should be on the next shift, and the coaching and feedback form updated with the details of all additional coaching provided, and the discussion held with the team member. Ensure that all QA feedback is delivered to your team members in a timely manner and any remedial work required is actioned within the required timeframe to ensure no customer detriment. It is your responsibility to ensure that remedial work is actioned. Ensure all coaching and feedback forms are uploaded to PureHR within 48 hours of the feedback being provided to the team member. Monitor call activity of your team, including periodic live listening to ensure group quality and customer service standards are being met. Skills - You will need to have, and to apply the following skills – People Management – proven ability - leading, coaching and motivating a team to ensure they operate and exceed performance standards. Customer Care – A high level understanding and appreciation of the need for customer care, as it involves, supporting the bereaved. Performance Management – proven ability in robustly performance managing a team and holding them to account, fairly and swiftly. Ability to change behaviour – ability to successfully, and positively, drive change in behaviour, through coaching, influencing and accountability. Effective Communicator - The ability to effectively and positively communicate with your team, with customers and families, third parties, and the wider Group Ability to interpret data – Able to understand and interpret key data to drive decisions and challenge team performance Our Benefits Generous 30 days holiday plus bank holidays Bupa Health Cash Plan Life Assurance Company Pension, or option for SMART Pension. Family friendly occupational benefits Employee Assistance Programme, including access 24/7 Comprehensive Induction Learning and Development Academy Discounted Gym membership Cycle to work scheme. Friendly and supportive, modern working environments If you are wanting to join a Group, that is fast moving, makes things happen, and has the means to invest in its future and its people - and truly respects what you do, then this could be just the job you are looking for. Equal Opportunities The Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment. We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed. We reserve the right to close this advertisement early if we receive a high volume of suitable applications.