Operations Manager (VC4708) Scarborough, England
The Position:
Castle Business Support are currently recruiting for an Operations Manager to join a fast paced and growing digital advertising organisation in the Scarborough area.
Reporting to the Head of Customer Onboarding, the primary purpose of this role is to lead a section of the fulfilment teams in the delivery of output and quality to achieve our onboarding site objectives.
The role holder will also be required to interpret data and engage with internal stakeholders and internal customers to identify where improvements can be made to existing business practises and processes and successfully implement recommended improvements.
This is a ‘hands-on’ role requiring a high degree of direct personal involvement to bring about improvements in the area.
Duties:
- Motivate, coach, steer and support your DRs and their teams to achieve objectives in maximising output and quality in the business to ensure an excellent customer experience
- Help drive site transformation to a contact centre model
- Exploit data to ensure your teams match targeted KPIs
- Have consultative input into the new customer onboarding procedures in pilot
- Actively seek opportunities to make improvements and efficiencies to process for the good of our customers
- Successfully implement new products, processes and updates and monitor performance of change to ensure the best possible service is delivered to customers
- Help the Head of Customer Onboarding to champion and continually seek to identify means of reducing operational cost. Seek to improve efficiency and quality within the site and the wider business area, be proactive in sharing these proposals and drive their implementation
- Build engaging and collaborative relationships with other members of the Operations team and key stakeholders across the business to drive an improved Customer Experience
- Have a direct responsibility to ensure the health & safety of all team members in your line and across the site
Management responsibilities:
- Recruit, develop and retain quality team members
- Align team members with the organisation’s mission and long-term success
- Work with team members to set their performance objectives which are in alignment with corporate objectives
- Create an environment within the team that inspires high performance and hold all team members accountable to performance objectives and behavior standards, to include documented periodic reviews of performance
Requirements:
- People management experience including strong performance management and coaching skills
- Excellent communication skills
- Track record of working in a fast-paced and changing environment
- Evidence of customer centric thinking and continuous improvement activity
- Excellent analytical skills
- Ability to look ahead and resource to budget and forecast
Preferred:
- Experience of implementation and running of contact/call centre methodologies
- Experience in the implementation of change
The Company:
- Nationwide, working for well established, successful business that is going through continued and sustained expansion in their market. The role will give you the opportunity to work for a prestigious business.
- Marketing sector
- One of the biggest providers of marketing services, experts in their field
The Benefits/The Reward:
- Scarborough based, on train and bus route.
- Open plan office, support from line managers, progression available
- Salary: £30,000-40,000
- Permanent, 6 months fixed term
- Hours 37.5 hours per week Monday-Friday
- Onsite Parking
- Excellent Holiday and benefits
About us:
CASTLE has been established for 50 years providing expert recruitment solutions to the local and wider Yorkshire areas, we have offices in Scarborough and York with 18 specialised staff building trusted partnerships with their clients and candidates. We run a Refer a Friend scheme with shopping voucher rewards for you when they are placed in work – so please recommend a friend to us!
CONTACT:
Email your CV to jordana@castle-employment.co.uk or call 01723 365432.