When it comes down to service, process and people; CET is the partner of choice. Our hallmark characteristics are quality, reliability and outstanding service.
Our highly skilled 250 employees are always prepared to go the extra mile to deliver excellence; it’s a cultural thing. As a result, we offer an unrivalled nationwide service you can trust; delivered by some of the most experienced professionals and technical staff in the business.
Ever since we were first established, back in 1988, we have been developing our systems and services to meet the changing needs of our clients.
We are looking to recruit a Senior Operational Support Team Manager to effectively lead and manage CET’s operational support function consisting of c.50 team members who between them provide essential support services 24/7, 365 days a year to our customers, clients and contractors.
Hybrid: You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (office days will be Tuesday, Wednesday and Thursday - 8.30 am to 5.00 pm each day with a 30 minute unpaid lunch break - with two other days to be worked from home)
Hours of Working: Mon-Friday (40 hours) per week with a degree of flexibility to work extra hours during peak winter months
Annual Salary
£35K per annum with eligibility to participate in a discretionary annual bonus scheme together with an excellent benefits package.
Reporting to our Head of Network
Annual Leave - 25 days plus bank holidays
Closing Date - 24 April 2025
Main Purpose of Role:
Ensuring all essential day-to-day operational tasks are completed to the highest standards to support delivery of a positive customer journey and the required SLA’s / KPI’s. Creating a team culture which is fun, safe and supportive for all members of the CET team.
Working closely with the Network Management Team with a continuous improvement mentality to provide the very best support services to our contractor network so they in turn can deliver a positive customer experience on each and every claim.
The role responsibilities are wide and varied and at a high-level consist of the following:
* Drive adherence of the main key performance indicators and service level of agreements for the Operational Support Team.
* Ensuring that coaching, mentoring and performance management processes are in place, effective, and delivering desired outcomes.
* Effective Management of customer and client escalations.
* Prioritisation and allocation of tasks to the team and monitoring of delivery.
* Ability to maintain and update daily operational MI / Data / Reports ensuring accuracy and delivery timescales are met.
* Regular, effective 1-2-1's with all direct reports including detail training and development plans.
* Effectively managing all performance and disciplinary matters.
* Responsibility for resource planning including all team recruitment and associated headcount management / budget.
* Deliver and document regular team huddles to ensure we are delivering high levels of communication and updates to the team.
* Promote a fun, safe and supportive environment for all members of the team.
* Working closely with our Head of Network on business improvement initiatives.
Essential and Desirable Skills
* Full working knowledge of the Simplfi system (Desirable).
* Previous experience / knowledge of the Home Emergency market (Desirable).
* A resilient and positive attitude.
* Customer outcome focused.
* Ability to apply empathy to the customers and members of the team.
* Proven problem-solving and strong communication skills.
* Fully conversant in MS packages (Excel and Word in particular).
* Excellent leadership and relationship building skills.
* Highly motivated with a flexible approach to work.
* Commitment to the customer journey and continuous improvement.
* Collaborative approach to teamwork.
* A passion to progress within the business and develop your own skills.
We all have different skills here at CET and that’s what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future.
CET is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments or flexible working options required during the application and assessment process, and upon joining us