UK Solutions Operations Manager

Job Description

The opportunity

Closing Date for Internal Applications - Thursday 8th July 2021

The Opportunity

We have a fantastic opportunity for talented individuals to join our Specialist Customer Care department as a Solutions Operations Manager.

This is an opportunity for someone who is passionate about service and thrives in a demanding but rewarding environment with diverse responsibility.

The Solutions Manager’s primary objective is to deliver a premium level of customer service and management via a diverse team in Borehamwood. The successful candidate will be responsible for leading, managing and monitoring a team of team leaders and tier 2 advisors. Taking full responsibility for their delivery, performance and efficiency. As such, this role is suitable for a person who is skilled at both customer service and people management with a desire to create performance excellence in a team.

This role will manage all escalations and tier 2 style queries from front line and data entry services for the UK market including Exco escalations.

This role is diverse and challenging with an array of skills and requirements in each team.

The Solutions Operations manager will have autonomy to run their team and projects as they deem necessary to achieve results.

Key Responsibilities:

• Motivates and inspires greatness in others through coaching and clear and concise guidance.
• Creates a culture of high performance within the team, driven by results, collaboration, best practices, and celebrating successes.
• Is a mature, driven professional who drives for level-headed decision-making even in ambiguous or adverse situations, uses strong and positive language to overcome challenges and guide customers and restaurant partners.
• Demonstrates effective relationship building and networking skills across all levels and functions of the organisation and with our Restaurant Partners.
• Enables team members to improve their performance and focus on development areas through strong coaching skills.
• Ability to manage 3rd party stakeholder expectations and build a strong relationship with those invested in the service
• Hold service providers such as workforce and quality to account in how the business receives change and manages information
• Demonstrate excellent customer service skills including high levels of empathy, patience, and a desire to understand the root causes of customer pain.
• Relishes the idea of being empowered to find alternative ways of working and to continuously improve themselves and those around them.
• Challenges convention and questions the way we do things
• Develops thought leadership in the workplace and builds a strong succession plan for future iterations of service delivery
• Ensure adherence level & KPI/SLA targets are maintained
• Strong HR policy awareness and experience in the management of performance & conduct in line with frameworks and policie s

Required skills and experience

• Significant experience managing team leaders preferably within contact centre environments
• Shift Management in tier 1 and tier 2 teams
• Strong people management skills
• Strong communication skills (verbal, presentational, written)
• Analytical and problem solving
• Numerate and data driven - reporting and analytical experience is desired and at a senior level
• Leadership and motivational skills
• Strong coaching ability - Develops and coaches others
• Results orientated
• Complaints handling
• Building effective teams and motivation
• Influencing skills
• Time Management skills