Operations Manager (Customer Service Centre)
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Soft Services
Operations
Facilities Management (main)
Operations Manager
Customer Service Centre
Bristol
Monday to Friday
£36,000 - £40,000
Our client is looking for an experienced operations manager to be responsible for the delivery of customer experience to contracts supported by the Customer Support Centre (CSC).
The day-to-day duties will be to manage the performance of Team Leaders, ensuring all daily tasks are completed and process adherence for our contracts and accounts.
Managing the delivery of the CSC's operational service strategy
Day to Day
- Work with the Head of CSC to implement Integral's Customer Experience Programme
Develop Team Leaders, with fully defined personal development plans
Identification of process gaps to find bottlenecks and other issues
Determine key KPIs - Evaluate and report on KPIs for your teams, ensuring that all members are informed on their and their teams' performance
Drive performance achievement across all Contracts to ensure SLAs are being achieved and Breaches are being mitigated
Work with the wider business to find cost-effective solutions for processes
Ensure that all teams emulate the values of the clients they support, maintaining client account knowledge
Liaising with account leads, ensure that client issues are investigated, and resolutions implemented to negate repeat failures.
Collaborate with other departments to create coordinated plans for business efficiencies and growth
Build and maintain good relationships with Account leads
Collaborate with Workforce Management, Engineering, CST, Accounts teams, Procurement and Finance.
Train and evaluate others - Provide constructive feedback
To report on performance aspects of CSC teams ensuring suggested support required
To highlight risks across CSC team to Head of CSC
Skills & Qualifications
- Previous contact centre management experience with demonstratable experience of managing team leaders - minimum 2 years' experience
Strong communication skills
Excellent collaboration skills, with the ability to influence across teams and departments
Creative problem-solving
Ability to stay calm in a high paced environment - maintaining the drive to succeed and deliver unwavering Customer Experience
Ability to create visual presentations and present to senior stakeholders
Demonstrate commercial understanding.
Experience in using CAFM or other management systems desirable
Ability to work to targets and objectives
Ability to work under pressure and to tight deadlines
Our client is a Facilities Maintenance firm based across the UK. They work with organisations in Mechanical, Electrical and Fabric works with engineers nationwide to deliver engineering excellence for our clients. They are one of the largest providers of hard FM services in the UK.
If this position as an operations manager is of interest, please apply directly or call the office on 0208 092 6500 and ask for Jake.
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