Operations Manager – Milton Keynes
Role Overview:
Our client, a leading provider of processing solutions are looking for an experienced Operations Manager to lead their team in Milton Keynes. This pivotal role will involve overseeing the repair and support strategy, managing installations, developing KPIs, and ensuring continuous service improvement across our operations. The ideal candidate will bring strong leadership, technical expertise, and a passion for operational excellence.
Key Responsibilities:
* Customer Service Team Management:
Lead the Customer Service Team to meet key performance indicators (KPIs) including SLA response, call response, data accuracy, and engineer utilization. Ensure continuous improvement of customer service standards.
* Repair Centre Management:
Oversee the workshop layout, workflow, and resource levels to ensure the efficient operation of the repair centre. Ensure technical documentation and training are up to date, and MI reporting is accurate and timely.
* Installation Team Support:
Manage installation services to support the Service Management Team. Ensure flexibility to cover unsociable hours and collaborate with the Project Team to meet installation deadlines.
* Scheduling and Resource Management:
Ensure efficient scheduling across the business, covering all shifts and ensuring appropriate resource levels. Provide MI reporting on leave coverage, open vacancies, and recruitment status.
...