Operations Manager – Dumfries Location: Dumfries & Castle Douglas Offices Salary: Competitive, based on experience Type: Full-time, Permanent Are you a natural organiser, passionate about leading people, and driven to deliver exceptional customer service? We’re looking for an experienced Operations Manager to lead and support our high-performing team across two busy offices in Dumfries and Castle Douglas. About the Role: This is a pivotal role within our agency, designed to support the Agents by managing daily operations and ensuring our Customer Service and Sales teams deliver outstanding service and outcomes. You'll be instrumental in driving performance, maintaining compliance, and developing a collaborative and motivated team culture. What You’ll Do: * Oversee the daily operations of the business, allocating workloads, managing absence, and ensuring smooth service delivery * Drive performance through the CRM system, ensuring team tasks are tracked, actioned, and completed on time * Monitor credit control in line with internal guidelines and maintain financial compliance * Lead the Training & Competence programme to enhance staff development while ensuring regulatory standards are met * Manage audits, regulatory reviews, and GDPR compliance across both locations * Support customer complaints handling and champion first-class customer service * Use data dashboards to analyse p...