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.