Building long-term digital solutions at scale for our customers and employees. And enabling our employees to push their own boundaries and developing in their own individual way. Both count. Both are us.
What makes us special
* Our recently refurbished contact centre provides our employees with a comfortable modern working environment to enjoy.
* Our contact centre is equipped with sit-stand desks, which are scientifically proven to increase productivity, concentration, and creativity by improving the way we feel and the way we work.
* We understand the importance of a good work-life balance and communicate shifts well in advance to our employees.
* Experience a range of team building events and competitions designed to be fun, social and to build team spirit.
* We offer our employees an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
* We offer a generous pension scheme which enables our employees to have greater financial security when they do retire.
What we achieve together
* You will manage and support teams of Customer Service Advisors, ensuring that business goals and operational targets are achieved and maintained.
* As an operational manager you will use MI Data in relation to individual and team performance to support the coaching and mentoring of your direct reports to improve performance and efficiencies.
* Generate growth of service products in line with customer requirements, forecast and budget by delivering optimum efficiency of skills and resources.
* Deliver excellent customer service to both internal and external customers through implementing best practice and taking ownership of customer dissatisfaction escalations to achieve a successful resolution.
* Develop problem resolution skills to ensure that customers are treated fairly through all communication channels.
* You will take the lead on the recruitment of Customer Service Advisors whilst aligning with HR procedures and processes.
What makes us successful together
* Previous experience of operations management within a contact centre is essential for this role.
* Qualifications: GCSE Grade 4 or above in English and Mathematics or an equivalent is required; a Level 3 qualification in customer service or team management is advantageous.
* Excellent written and verbal communication skills.
* A flexible attitude and the ability to work under fluctuating business demands and meet deadlines.
* Experience of producing accurate MI data and using this to drive performance.
We care about our planet and aim to work carbon-neutrally; for this reason, we can only accept online applications.
Let's save the environment together and eliminate paper applications.
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