Operations Manager

Operations Manager

Hitchin

Up to £35k per annum

Full time, permanent

My client is keen to talk to individuals with a background with a Customer Services or Operations Management background. The purpose of this role is to ensure clients get accurate and appropriate information and that the team customer support team are supported and coached to develop on their skills and abilities to continue to offer a high level of support their clientel.

The customer service team support, guide and give feedback day-to-day, it is vital that the team can develop a culture of trust with quality and excellence.

This role will support and directly manage up to 15 advisors and will require somebody with strong leadership abilities coupled with a customer service background to ensure that delivery within the department is on point all of the time.

Day to day this person will be responsible for:

• Develop and deliver an operational plan to support delivery of the strategic priorities
• Ensure that the department strategy is accessible and understood by all
• Regularly review any risks to which could leave the organisation exposed to relating to advice and provide assurance for an effective operation to manage those risks.
• Working with the wider management team to ensure that good data protection practices are embedded in our day-to-day operations.
• Responsibility for the delivery of the training and development plan for the department including, sourcing, delivering, evaluating and maintaining records.
• Maintain and develop standards of service delivery.
• Take the lead on any recruitment needs
• Ensure the effective performance management and development of staff
• Maintain, develop and monitor effective and relevant performance indicators and management processes, with particular emphasis on the application of customer insight data and feedback on complaints.
• Monitor the quality of support given to clients to ensure that standards meet the organisations requirements.
• Understanding the need to work occasional evenings and weekends, both on site and on-call, where required.
• Prepare and present reports on advice quality metrics to management and stakeholders.
• Utilise data to identify trends, risks, and opportunities for improvement.

Skills and experience we are looking for:

• Worked within an environment which is advice led (for example) welfare benefits, debt management, housing, or health and social care issues.
• Ability to lead and contribute to a team, including the ability to prioritise own work and the work of others, and take decisions in the day to day running of a busy service area.
• Commitment to continuing professional development.
• Experience of monitoring and maintaining service delivery against agreed targets.
• Ability to communicate effectively in person, in writing and over the telephone with individuals and with a wide variety of organisations and audiences.
• Worked within an environment which has been advice giving led (for example) welfare benefits, debt management, housing, or health and social care issues.