The Sureserve Group of businesses provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.
Sureserve Compliance Northwest, part of Sureserve Group are a market leading heating and hot water specialist with over 40 years of successful delivery and a growing client base.
We are recruiting for a diligent, professional Operations Team Leader to join our busy team in Liverpool.
Overview of the Role
* Lead and manage a contract administration team.
* Be accountable for ensuring performance measures are consistently achieved / exceeded within your region.
* Engage with key client and management stakeholders on a regular basis.
Roles and Responsibilities
* Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
* Implement and refine administrative systems, policies, and procedures.
* Collaborate with various departments to ensure seamless business operations.
* Maintain our reputation for producing top level customer service working with fellow managers to facilitate the achievement of the client’s objectives.
* Ensure your team is working efficiently and providing sufficient cover during working hours.
* Embed a pro-active and positive culture within your team, making sure they stay focused and driven throughout the course of the day.
* Aim for 100% compliance.
* Report to and work closely with the Regional Operations Manager & Contract Managers on all operational and non-operational matters.
* Collate and provide reports for senior managers and clients.
* Handle all escalated calls where a manager has been requested.
* Manage all day-to-day issues within the administration team.
* People management of the team including performance and absence management, providing support and training.
* Recruitment, onboarding, training & support of new starters.
Relevant Skills and Behaviours:
* Understanding of the Gas Industry and how the business operates (desirable).
* High level of personal and professional integrity that stands out in challenging and difficult situations.
* Strong leadership and motivational skills, proven ability to act as a confident leader within a rapidly changing environment.
* Ability to work under pressure and manage stressful situations calmly.
* Problem-solving and decision-making skills.
* Adaptability and flexibility to deal with fast-changing situations and environments.
* Attention to detail and ability to multi-task.
* Proven experience in a Supervisor/Team Leader role, or a similar management role in a contact centre or administration team.
* Exceptional interpersonal and customer service support.
* Proficiency in English.
* Proficient in IT systems including MS Office and administrative software.
What We Offer:
* Free parking on site.
* Employee wellbeing programme, occupational health support, telephone support - counselling for staff.
* Service level awarded annual leave.
* Enhanced Maternity & Paternity Packages (after qualifying period).
* Cycle to Work Scheme (after qualifying period).
* Employee Voice Programme.
* Social activities for all of our teams.
* Sureserve Legends - celebrating the fantastic ways in which our employees live our values.
We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients, and customers has the opportunity and support to fulfil their professional and personal potential.
Apply Today
If you have the skills and experience we're looking for, we'd love to hear from you!
Sureserve is committed to fostering an inclusive and welcoming workplace for all. We value diversity and are an equal opportunity employer, providing consideration without regard to race, colour, religion, gender identity, sexual orientation, national origin, disability, age, or veteran status.
We offer reasonable adjustments in the recruitment process to candidates who require them. Please reach out to scnw-hr@sureserve.co.uk if needed.
Applicants will be required to undergo right to work and DBS checks as part of our employment procedures.
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