Location: Melton Mowbray – Hybrid – Two/Three Days In Office
Employment Type: Full-Time/ Permanent
Salary: Competitive Salary, Car Allowance, Up-to 20% Bonus and Private Medical
Hours: Monday - Friday
AA Summary
Think the AA is just about roadside assistance? Think again!
As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?
This is the job
As an Operations Manager, you will play a pivotal role in ensuring service excellence and meeting cost targets within the AA SMR Prestige Fleet Servicing Operation. This position is key to gaining a competitive edge through outstanding service.
You will be responsible for fostering a high-performance culture across sales, service, and retention operations. Leading and motivating your team, you will drive staff engagement, operational efficiency, and customer satisfaction across multiple channels.
What will I be doing?
* Develop and implement plans for excellent employee engagement through attracting, developing, managing performance, and retaining employees.
* Plan, train, and initiate development activities to ensure Team Leaders are efficient and effective in a multi-skilled environment.
* Manage and coach Customer Managers/Team Leaders to drive business performance.
* Shape and implement operational strategy to achieve commercial performance, quality customer service, and regulatory compliance.
* Develop and implement forecasts and plans for operational resources to meet service standards and minimise costs.
* Plan and manage operational resources (people, finances, physical assets) to maximise revenue and achieve quality service and regulatory standards.
* Ensure the department meets quality outcomes, including customer satisfaction, NPS, and CSAT scores, and regulatory compliance.
* Identify and recommend process improvements through MI, analysis, and feedback to enhance customer experience and achieve business objectives.
* Advocate for the Training and Competence framework, embedding practices and managing underperformance.
* Adhere to policies, procedures, and standards for compliance with financial regulations, including FCA’s Statements of Principles.
What do I need?
* Proven leadership in multi-channel sales and customer service, with experience managing people managers.
* Excellent people management skills, ideally in a sales/service environment.
* Effective communication and interpersonal skills, adaptable to influence others.
* Continuous improvement mindset, open to learning new skills and product knowledge.
* Strong stakeholder management, able to build networks and influence upwards.
* Ability to motivate and develop teams.
* Good analytical skills with attention to detail in Management Information (MI).
* Strong commercial acumen and results-driven.
* Ability to inspire and develop team managers to achieve performance goals and career aspirations.
* Self-motivated with a drive for personal development.
* Creative, with a solution-oriented mindset and ability to suggest innovative solutions.
Additional information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
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