An exciting vacancy has arisen for an Operations Manager to lead and manage several support teams within Central Operations. The ideal candidate will drive a customer-focused culture, meet business requirements, and ensure the department operates as a centre of excellence.
Location
The position is based in Kettering, with options for home working or a hybrid setup.
Responsibilities
1. Develop comprehensive knowledge of all department processes and systems to provide active leadership and support to the team and customers.
2. Lead effective change management, motivating teams through periods of change.
3. Collaborate with HR on people management, including performance, absence, and disciplinary matters.
4. Resolve complex or contentious issues, acting as an escalation point for teams, customers, third-party suppliers, and lenders.
5. Produce and analyze MI reports, providing recommendations to senior management.
6. Conduct quality assessments to ensure service interactions meet high standards.
7. Serve as a subject matter expert in customer service and operations.
8. Identify and implement improvements to close service delivery and performance gaps.
Knowledge, Skills & Experience
1. 3-5 years of team management experience in a large operational environment, including system, process, and service enhancements.
2. Experience in customer service management roles.
3. Ability to operate effectively in fast-paced environments.
4. Professional, proactive, positive, and adaptable with a 'can-do' attitude.
5. Strong leadership skills to motivate and exceed expectations.
We are the UK's largest provider of property risk expertise and residential surveying services, established since 1989. We complete over one property inspection every 12 seconds, employing over 600 surveyors nationwide, combining coverage and local knowledge.
e.surv is an equal opportunity and Disability Confident employer, committed to diversity and inclusion. We welcome applications from all backgrounds and abilities and offer reasonable adjustments during recruitment if needed.
Pre-employment screening includes a Criminal Records Disclosure and Credit Reference check, particularly for roles involving lender clients. Please ask our team if you need further details.
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