Job Title: Customer Operations Manager
Location: Hayland Street, Sheffield, S9 1BY
Salary: Up to £32,000 per annum - dependent on experience
Contract Type: Permanent
Hours: Full Time, 40 hours, Monday to Friday
Role Summary
The role of Customer Operations Manager is responsible for the line management of a dedicated team of Customer Service Advisors, ensuring effective, efficient and customer focused delivery of a multi-channel operational service desk including inbound calls, mailbox management and online message management during the lifecycle of a referral. You will also be responsible for delivering first class after-sales support and ensuring complaints are managed appropriately.
Working closely with the Service Operations or Deputy Service Operations Manager you will contribute to the development of guidelines and procedures to improve customer service experience and ensure consistency of approach and adherence to process across your team.
Main Duties and Responsibilities
Act as a single point of contact for the client services team and take responsibility for ensuring proactive support, after sales care and operational issue resolution
Effectively manage and deliver a front office service team, including service desk (telephone and written), after-sales care and complaints
Develop guidelines and procedures to improve customer service experience and deliver staff training to ensure consistency in approach
Develop quality measures to ensure consistency of process and customer service policies are adhered to
Ensure compliance with all legal and quality standards (including GDPR)
Productivity tracking and management of all staff
Provide management reports on team performance as required
Carry out line management tasks as required, including recruitment, retention and motivation of staff. Conduct appraisals, set objectives, performance management, absence management and deal with conduct, capability and grievance issues as required for all staff within reporting line
Provide leadership, direction and motivation to direct reports and their teams ensuring efficient and effective delivery of service operations to all designated clients
Whilst maintaining necessary proper controls and operating in line with the company's flexible working policy, promote the innovative use of communications technology to improve flexible working, thereby helping to retain talent and reduce travelling
Lead by example and be an inspirational role model for the Optima Health values – One Team, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop
Promoting and delivering Optima Health's Workplace Wellbeing Plan across all employees within the Service Operations structure
Some travel may be required
Carry out other ad hoc tasks commensurate with level of responsibility as requested
Experience, skills and knowledge required for the role
Ability to lead and manage people effectively, combining empathy and support for individuals with strong task and performance focus
Previous demonstrable experience in People Management role, preferably in an office environment, i.e. Can demonstrate a consistent track record of delivering customer service to a high standard
Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances
Ability to work within a target orientated environment
Knowledge of Cisco Finesse advantageous
Demonstrable ability and confidence to deal with complaint and service queries
Exceptional communication skills, both written and verbal and fluent in English language
Effective decision maker and able to work autonomously
Ability to gather, analyse, interpret and present (complex) quantitative and qualitative data to a range of audiences
Ability to think logically and construct sound, persuasive arguments
Be an advocate for change and process improvement
Be an advocate for service excellence
Resilience and ability to deal with setbacks constructively and work to resolution of issues
Able to demonstrate a clear attention to detail, ensuring that all relevant documentation including management reports are accurate, meaningful, easily understood and fit for the purpose for which they are intended
Ability to maintain and develop strong, trust based working relationships
IT literacy: Able to confidently use MS Word, Excel and Outlook
Graduate level education or equivalent
Demonstrable skill to the required level in all Optima Health management competencies - Inspires and influences, Strives for excellence, Customer focus, Leads inclusively, Makes commercially astute decisions, Realises Future Optima.
What Can We Offer You?
Excellent leadership training scheme available if you would like to progress to leadership
25 days annual leave, plus bank holidays
Buy and sell holiday scheme
Clinical Training Academy
Professional Registration fees paid
Health Cash Plan
Pension Scheme
Career progression opportunities
Employee Assistance Programme
Cycle to work scheme
Eye care test vouchers
Annual Flu jabs
Perkbox retail reward and discount scheme
Life assurance
About Us
The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.
Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation