What you'll be doing: Lead and inspire a team of Customer Operations Representatives, fostering a high-performance culture of excellence and customer satisfaction. Coach and mentor your team through performance management, one-to-ones, and tailored development plans to ensure personal and professional growth. Be the key point of contact for open, transparent communication within the team, ensuring alignment with business goals and creating a collaborative environment. Resolve operational and performance challenges, implementing solutions that enhance both team efficiency and customer experience. Use data analytics to make informed decisions, track performance, and identify areas for team development. Develop and implement training plans to ensure your team's skills are always aligned with business needs. Continuously strive for innovation and excellence, playing an active part in improving our services and operations. What we're looking for: At least 1 year of experience in a managerial role preferably within contact centre, financial services, life and pensions or corporate setting. A passion for problem-solving, decision-making, and making a real difference within a team environment. Strong time management and organisational skills to juggle multiple priorities effectively. Excellent communication skills, both written and verbal, with the ability to engage and motivate others. Proficiency in MS Excel and Word, and an eagerness to embrace new technologies and systems. A genuine desire to support your team's growth while delivering an exceptional customer experience.