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- Tasks: Lead and manage support teams, driving a customer-focused culture.
- Company: Join e.surv, the UK's largest property risk expert since 1989.
- Benefits: Enjoy hybrid working options and a commitment to diversity and inclusion.
- Why this job: Be part of a dynamic team that values leadership and innovation in customer service.
- Qualifications: 3-5 years of team management experience in a fast-paced environment required.
- Other info: All applicants must pass pre-employment screening for client work.
The predicted salary is between 36000 - 60000 £ per year.
An exciting vacancy has arisen for an Operations Manager to lead and manage several support teams within Central Operations. The ideal candidate will drive the customer focused culture and meet the business requirements to ensure the department operates as a centre of excellence. The position is based in Kettering although home working/hybrid is an option.
Responsibilities:
- Develop comprehensive knowledge and understanding of all department processes and systems to enable you to provide active leadership and prioritisation to support the team and our customers.
- Effective Change Management - driving, handling and leading periods of change whilst displaying motivation and encouraging behaviours.
- Work closely with HR on all aspects of people management including performance, absence and disciplinary processes.
- Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point for the teams - customers, third party suppliers and lender relationships.
- Production and analysis of various MI, proactively reporting recommendations to senior management.
- Completing quality assessments on service interactions/tasks/cases to ensure it is completed to the highest standards.
- Be a subject matter expert (SME) in all things customer service and operations related.
- Identify, drive and implement ongoing improvements and countermeasures necessary to close any service delivery or people performance gaps.
Knowledge, skills & Experience:
- 3-5 years’ team management experience of managing a large operational area to include system, process and service enhancements.
- Previous experience of working in a customer service management position.
- Experience of operating in a fast-paced environment.
- Professional, dynamic, proactive, positive and flexible with a "can-do" attitude.
- Leadership flair with the skill to motivate others to perform and exceed expectations.
e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.
PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we’ll be happy to explain the process.
Operations Manager employer: E.surv
Contact Detail:
E.surv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Familiarise yourself with the specific processes and systems used in operations management. Understanding these will not only help you during interviews but also demonstrate your proactive approach to learning about our company.
✨Tip Number 2
Showcase your change management experience by preparing examples of how you've successfully led teams through transitions. This will highlight your leadership skills and ability to motivate others, which are crucial for this role.
✨Tip Number 3
Research our company culture and values, especially around customer service excellence. Being able to articulate how your personal values align with ours can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. Gaining insights into their experiences can provide you with valuable information to discuss during your interview and show your genuine interest in the role.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Operations Manager position. Tailor your application to highlight how your experience aligns with their needs.
Highlight Relevant Experience: Emphasise your team management experience and any previous roles in customer service management. Use specific examples to demonstrate your leadership skills and ability to drive change.
Showcase Your Skills: Mention your knowledge of operational processes and systems, as well as your ability to analyse data and produce management information. This will show that you can contribute to the department's excellence.
Personalise Your Application: Make sure to personalise your cover letter and CV. Address the company’s values and mention your enthusiasm for building a diverse and inclusive workplace, reflecting their commitment to equality.
How to prepare for a job interview at E.surv
✨Know the Company Inside Out
Before your interview, make sure you research e.surv thoroughly. Understand their services, values, and recent developments in the property risk sector. This will help you demonstrate your genuine interest and align your answers with their goals.
✨Showcase Your Leadership Skills
As an Operations Manager, you'll need to lead teams effectively. Prepare examples of how you've motivated teams in the past, handled change management, and resolved conflicts. Highlight your leadership flair and ability to drive a customer-focused culture.
✨Prepare for Change Management Questions
Expect questions about your experience with change management. Be ready to discuss specific instances where you've successfully led teams through transitions, maintained morale, and implemented improvements. This will showcase your proactive approach and adaptability.
✨Demonstrate Your Analytical Skills
Since the role involves production and analysis of various MI, prepare to discuss your experience with data analysis and reporting. Bring examples of how your insights have led to actionable recommendations in previous roles, showcasing your ability to drive operational excellence.
