Operations Team Manager
Location: Halifax
Department: Contact Centre
Contract type: Permanent
About the role
We're looking for an Operations Team Manager to join our department, and play a key role in leading 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..
Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.
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 ones 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 and experience
* 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.
* Experience of leading and developing high performing teams (preferably in a Contact Centre setting)
* 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
We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:
* 33 days holiday, including bank holidays
* Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups
* Enhanced maternity, paternity, adoption and shared parental pay
* Life assurance at three times your basic salary
* Free breakfasts and fresh fruit
* A birthday surprise for everyone
What you can expect from us
At Activate Group, we want everyone to have the tools and support they need to do their best work. We're an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.
Every role at Activate Group is aligned to our wider business vision and purpose – making someone's bad day better. You'll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.
We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We'll also support your ongoing development through regular feedback and career planning.
Whether you're based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you'll be part of a supportive culture where people are encouraged to succeed.
A bit about us
Activate Group is a fast-growing business approaching 1,000 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.
We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.
We also work with the UK's largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.
Our purpose & values
Our purpose underpins everything we do: Make someone's bad day better
Our values define how we work with our team members, customers and suppliers:
* Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
* Strive for better – Be bold. Challenge the norm - make small improvements often.
* Win together – Be a team player. Win together, learn together, respect each other.