24 Oct
Domestic & General
Nottingham
Job description
Operations Manager - Inbound
Contact Centre Operations Manager
Salary : £59,000 OTE
Contract : Permanent, Full-Time
Location : Hybrid Requirement to be on site in Nottingham as needed, with occasional travel to other D&G; sites.
Are you an experienced Operations Manager, with a background within a regulated, financial services or sales contact centre environment?
Do you have a passion for developing your teams to be high performers?
Can you achieve fantastic results through great customer experience in a regulated environment?
Our mission is , to do this,
our contact centre Team Leaders need an experienced leadership professional to motivate and develop them in role and lead our contact centres to deliver against a balanced scorecard of results whilst driving the ongoing change agenda and ensuring compliance at department level.
About the Role :
- You will manage the day-to-day delivery of our balanced scorecard, the sales performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
- Coaching and supporting your team to drive sales performance through behaviours and great conversations will be 70% of the role we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models such as SMART or GROW is necessary.
- Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
- Driving change, presenting solutions,
and optimising department deliverables and operating practice within D&G; will form 30% of your role to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.
About You :
- You will be an experienced Operations Manager, minimum 2-3 years in an Operational Management role, leading teams of Team Leaders or an equivalent level.
- You will have proven experience surrounding sales performance & contact centre KPI’s.
- You will have worked in an FCA regulated environment and understand the requirements and expectations surrounding an exceptional customer journey within financial services.
In addition, you will also have :
- Excellent stakeholder engagement and management experience
- An ability to plan strategically, creating a roadmap of operational plans that can drive results.
- An entrepreneurial spirit with a keen eye for opportunity.
- An ethos centred around coaching to drive performance.
- Strong leadership skills and an excellent communicator
- An innovative approach with a focus on best practice
- An ability to translate technical elements of operation to a range of audiences across the business
In return, we offer :
- A competitive salary and quarterly bonus, enabling you to earn up to £10k per annum
- Health cash plan employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.
Cover also includes unlimited access to a 24 / 7 virtual GP service
- Pension scheme matched employer contributions up to 5% of basic salary
- Life assurance employer funded cover of four times basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing, and support services :
- Salary Finance access to savings and borrowing through payroll
- Car Leasing access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs, and maintenance on a range of brand-new vehicles
- Travel Loans interest free loans to help spread the cost of annual travel tickets
- Cycle to Work tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand Giving you the opportunity to be an Eco & Social volunteer via a handy app.
Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme specialist advice and support on issues such as finance, relationships, illness, and family issues
- Free Domestic & General protection plan one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
▶️ Operations Manager - Inbound
🖊️ Domestic & General
📍 Nottingham