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Operations Team Leader

Location: Dorset, South West
Salary: £28,000.00 per annum

Operations Team Leader

Location: Bournemouth Town Centre

Salary: Up to £28,000.00 per year, depending on experience



Our client is a reputable and well known employer located in the Bournemouth town centre who are one of the fastest growing providers within their sector and supply thousands of customers with a high quality service every day.



Due to successful organic growth, they are looking to recruit an Operations Team Leader to lead, inspire and engage a team of agents to serve their customers and clients. The successful candidate will ensure operational queries are dealt with efficiently and effectively. They will also coach and mentor the team members in order to provide future growth, development, and continuous improvement.



Main duties and responsibilities:



* Lead, motivate and monitor staff to ensure that there is an emphasis on the delivery of a customer driven and quality service
* Pro-actively review team on an ongoing basis to ensure their participation and put strong development plans into place
* Adherence to regulatory guidelines including TCF, ICO, GDPR, FCA and FOS
* Ensuring that every member of the team has the right behaviours, knowledge and level of technical skills
* To deliver training when required and continuous coaching to ensure agent deliver great customer service and get it right first time
* Embrace the company's culture, team nights out, charity events and represent the company with pride



Customer Focus:



* Work closely with the Compliance team to improve quality as well as ensuring the criteria set is 'fit for purpose'
* Deliver improvements within the business, working closely with other departments to improve the customer/ client journey as well as creating business efficiencies.
* Review and propose new SLA's to deliver a first time resolution as well as ensuring our client remains one of the market leaders
* Empower the team to deliver excellent customer service by effectively handling and resolving customer queries
* Ensuring customer expectations are set when dealing with challenging situations



Operational Management:



* You will be accountable for the day to day operational management of the team, including systems, policies and procedures
* Drive operational performance by fully utilizing the resource and tools available
* Drives performance through giving regular and constructive feedback both motivational (e.g. praise and recognition), and developmental, having tough conversations where needed and ensuring follow through for improved results
* Raise concerns, system defects and backlog with action plans to ensure recovery is quick and non-detrimental to customers and clients.
* To act in the best interests of the business, staff, clients, stakeholders and customers
* Utilise Management Information to improve and develop performance, which delivers/exceed expectations set



What you'll bring:



* Excellent work ethic, can do attitude and prepared to lead by example - a winning mentality
* Experience working in a leadership or similar role, not afraid to challenge and be passionate about what they believe
* Excellent organisational skills, decisive and a person who is not afraid to think outside the box
* Proven experience of working within a demanding contact centre environment managing their own performance in demanding situations
* Experience in coaching agents to manage workloads whilst ensuring SLA's are met and deadlines achieved
* Ability to communicate at all levels and influence business decision to achieve positive outcomes
* Ability to use initiative and work unsupervised in a rapidly changing fast paced environment
* Ability to analyse and present both written and verbal reports
* Computer literate - in particular good Excel and word skills and preferable PowerPoint
* Understanding of continuous improvement to encourage, drive and deliver efficiency that benefit all parties



Benefits:



* Competitive Salary
* Incentives
* Fantastic working environment in offices located in the centre of Bournemouth
* 20 days holidays plus bank holidays
* Pension Contribution Plan
* Free Hot and Cold drinks with a cooked Breakfast every Friday
* Dress Down Fridays
* Charity Events
* Social Environment with paid company nights out and events

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