Job Description Reporting into the Senior Manager, this is an exciting opportunity to join our Customer Solution Centre as an Operations Manager leading our Customer Solution Centre Team Leaders whose teams are responsible for owning and resolving complex complaints which arrive through our regulators or escalation points as well as supporting our vulnerable customer base and offshore Contact Centre. You will be expected to create a culture of exceptional customer service, providing expert oversight, strategic direction, supporting customers, and ensure all quality and regulatory obligations are met. Partnering with stakeholders across Three you will ensure consistent, high levels of operational effectiveness, customer experience and performance on an ongoing basis. This is a hybrid working opportunity, where you will operate from home and Three’s Glasgow offices, with a balance of home and office-based working. What you will be doing in the role. Leading our Customer Solutions Centre Team Leaders, instilling a strong customer-centric culture, focusing on complaints resolution and customer care. Coach and support your team to achieve their personal, professional and performance goals. Set and maintain high standards; holding your team accountable for their performance and identifying areas of potential improvement, both tactically and strategically. Drive effective change, through continuous identification and implementation of operational best practices, across the Customer Solution Centre. Reporting on operational outcomes across all metrics including department performance, root cause, remediations and continuous improvement plans. Work closely with our Customer Experience team to shape the journey and strategy for our customers. Working collaboratively with Planning to determine appropriate staffing levels for the service to business meet SLA. Work closely with our Quality Assurance team to ensure quality and compliance expectations are met across Customer Solution Centre. Lead the team through significant change, calling out risks and ensuring training and development needs are met.