Overview
Senior Operations Manager role at Halfords, Stafford, United Kingdom. The position leads and inspires a high-performing team, driving exceptional customer service standards by developing the team, improving systems and processes, and ensuring seamless collaboration across internal and external customers. The role acts as an ambassador of Halfords Commercial Fleet Services (HCFS) values, fostering a customer-centric culture across Universal Fleet Services, Lodge Tyre Fleet Services and McConechy’s Commercial Fleet Services (ULM). It involves commitment to continuous improvement and ensuring the contact centre meets its KPIs. The ULM Support Centre operates 24/7, 365 days a year in a fast-paced, collaborative, and performance-driven environment. The role includes direct line management of four managers, overseeing daily operations, analysing performance data, and driving long-term strategic initiatives alongside the Operational Director. This is an opportunity to learn from the Operational Director with room to progress your career.
Key Responsibilities
* Champion a customer-focused and engaged culture within ULM, demonstrating genuine passion and commitment.
* Foster a high-performing team culture that improves engagement scores and increases colleague retention through strong and inspiring leadership.
* Support the Support Centre Operations Director in driving profitability by maximising long-term revenue.
* Lead the recruitment, training, development, and engagement of colleagues to build a skilled and motivated workforce.
* Oversee the efficient day-to-day operation of ULM, ensuring compliance with all relevant policies and procedures.
* Act as a proud ambassador for Halfords Commercial Fleet Services Values, working collaboratively with stakeholders to support aligned business across all areas of Commercial Fleet Services.
About You
* Strong leadership experience within a support centre environment with proven experience in supporting colleagues' development.
* Experience of managing large teams.
* Industry experience would be an advantage.
* Excellent communication and interpersonal skills, both verbally and in writing.
* Must have a strong track record leading teams to deliver outstanding results, and to support the delivery of the strategic plans.
* Experience of tracking compliance standards across health and safety, capability and performance of teams within a Support Centre environment.
* Evidence of commercial acumen and an appreciation of current operating environment within the commercial industry.
* Excellent IT skills and the ability to manipulate statistics into reports and presentations as required.
This role is operating Monday-Friday, 5 days per week based in our Stafford offices.
Seniority level
* Director
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* Retail
We are an equal opportunities employer and welcome applications from all backgrounds and embrace diversity within our Halfords family.
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