Job title: Operations Team Manager
Department: Sopp+Sopp, Contact Centre
Location: Hybrid, Halifax x / Peterborough
Contract type: Permanent
About the role
Lead and develop a high-performing and engaged team to deliver best-in-class service to our customers. Provide coaching, feedback, and performance management to the team to drive excellence, innovation, and continuous improvement.
Key responsibilities
* Manage team members’ performance. Set short and long term KPIs, identify rising stars and provide coaching and support to your team, including those who need extra help.
* Hold regular huddles, monthly one to one and regular check‑ins with the team. Cascade key business, departmental and team messages in a timely manner and practise two‑way communication.
* Lead all recruitment for your team, working closely with the People Team to ensure a seamless experience for all candidates.
* Collaborate with the Training Team to ensure all new starters receive a great welcome into the business and have the right skills to do the job.
* Work with your team to ensure they are engaged and motivated, listening to feedback and using available tools and resources to ensure engagement is always a focus.
* Analyse and understand the outputs from the Group Engagement Survey for your team. Work closely with the People Team to develop local action plans to continually improve results.
* Proactively tackle informal performance and behavioural issues within your team. Work closely with the People Team to manage any subsequent formal performance and disciplinary issues that arise.
* Manage sickness absence within your team; understand the reasons behind absences and support your team members to improve their attendance at work.
* Reward and recognise your team using a variety of methods available eg. Activate Applause, team engagement budget.
* Review exit survey data and put in place actions to resolve any issues affecting retention.
* Take responsibility for your own personal and skills development. Attend appropriate training courses and webinars. Proactively look for ways to develop your skills.
* Work closely with other members of the Operations leadership team, sharing best practice and supporting each other.
* Build strong and trusted relationships with your customers. Handle escalations well and develop and deliver solutions which meet or exceed customer expectations.
* Contribute to cross‑departmental projects and other key workstreams based on business needs.
Skills
* Develop great teams: create high performing and engaged teams. Know your team members and understand what motivates them.
* Solve problems: Make sense of complex information to find beneficial solutions for your team. Make great decisions using quality data.
* Take ownership: Deliver on commitments. Be courageous – step up and do what needs to be done.
* Focus on the customer: Know your customer. Build strong relationships and put them at the heart of your decision making.
* Lead change: Lead by example even when things are uncertain. Stay positive for your team.
Knowledge & Experience
* Experience of leading and developing high performing teams
* Knowledge of vehicles / Specialist vehicles preferably and or experience and background in the motor industry
* Ability to provide constructive feedback and proactive coaching
* Confident working in a fast paced ever-changing environment
* Able to interrogate data and solve problems effectively
* Excellent verbal and written communication skills
* Strong advocate of the Group values
Benefits
* 33 days holiday (including bank holidays)
* Personal health cash plan – claim back the cost of things like dentist and optical check ups
* Enhanced maternity / paternity / adoption / shared parental pay
* Life assurance: three times basic salary
* Free breakfasts and fruit
* Birthday surprise for everybody!
#J-18808-Ljbffr