Position: Operations Manager
Reporting To: CEO
Status: Permanent
Salary: Dependent upon experience
Hours: Full-Time (basic hours 09:00 to 17:30)
Based: Reading
The Company: UTP is one of the fastest growing merchant service providers in the UK. We provide card machines to small and medium sized businesses in three countries. We are pioneers in security and providing convenient payment methods to our customers. Our employees are what make up our company. We train each staff member to the highest standard, providing help and guidance at all times.
We take pride in our employees being a team of diverse and inclusive individuals. Every employee is considered equal to opportunities and progression. We strive to create an environment where everyone feels valued and respected.
The role: Reporting to the CEO, the Operations Manager will oversee the customer services department and its various functions, including regular performance-based reviews, acting as a point of escalation, and supporting the department in all its day-to-day activity.
Daily responsibilities:
1. Managing the On-boarding, Customer Services, Logistics function, and Technical Support teams
2. Safeguarding the smooth running of the customer service department by developing and communicating key procedural changes, reacting to colleague and customer needs, and frequently reviewing operational KPI’s
3. Building and maintaining strategic partner relationships with external suppliers
4. Regularly reviewing department KPI’s
5. Holding regular Team meetings
6. Ensuring any process or system changes are properly communicated and understood
7. Responsibly delegating tasks where appropriate, assigning independent projects to Team Leaders, providing regular feedback sessions and ongoing support
8. Taking a hands-on approach while effectively managing higher level department performance and goals
9. Ensuring the end-to-end process is managed effectively, reviewing areas for improvement regularly, reacting and adapting processes where appropriate
10. Overseeing day-to-day employee matters, including performance-based reviews, holiday requests, team rotas, and collating payroll data
Benefits:
1. 23 days of holiday
2. Your birthday off (paid)
3. Company events
4. Company pension
5. Health and wellbeing programme
6. Referral programme
7. Free eye test and payment contribution towards glasses at Specsavers
8. Access to PERKBOX and monthly credit added to your account
9. Dress down Friday
10. Annual awards ceremony
Skills/attributes:
1. Industry experience is essential
2. Rapidly develop a thorough understanding of the payments industry and the market sector we operate within, together with a thorough understanding of the services we have on offer
3. Good knowledge of Microsoft Excel and Microsoft Access would be beneficial
4. Good time-management skills with an ability to work to strict deadlines
5. Pro-active and reactive nature
6. Approach problems in a thorough and logical manner
7. Confident decision maker
8. Ability to analyse information with a keen eye for detail
9. Quick learner, willing to learn new processes and procedures
10. Ability to function effectively in a fast-paced, ever-changing work environment
11. Living within a reasonable commute of Reading
Due to the nature of our business, all prospective employment offers will be subject to a satisfactory disclosure from the Criminal Records Bureau in accordance with the Rehabilitation of Offenders Act 1974 and the Police Act 1997. Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process and we would aim to reach agreement on any changes.
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