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For Companies At a Glance
- Tasks: Lead and manage support teams, driving a customer-focused culture.
- Company: Join the UK's largest provider of property risk expertise since 1989.
- Benefits: Enjoy hybrid working options and a dynamic work environment.
- Why this job: Be part of a team that values excellence and continuous improvement.
- Qualifications: 3-5 years of team management experience in a fast-paced customer service role.
- Other info: We promote diversity and inclusivity, welcoming applicants from all backgrounds.
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.
If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Loren Worrall on 07800705566 or recruitment@esurv.co.uk – alternatively apply with your CV and covering letter for a quick response.
LSL Property Services are dedicated to protecting your data – our Recruitment Privacy Notice can be viewed HERE. 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.
Contact Detail:
e.surv Chartered Surveyors Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management. Understanding current best practices will not only help you in interviews but also demonstrate your commitment to driving a customer-focused culture.
✨Tip Number 2
Network with professionals in the operations and customer service sectors. Engaging with others in the field can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 3
Prepare to discuss your experience with change management. Be ready to share specific examples of how you've successfully led teams through transitions, as this is a key responsibility for the Operations Manager role.
✨Tip Number 4
Research StudySmarter and our approach to operations. Understanding our values and how we operate will allow you to tailor your discussions during the interview, showing that you're genuinely interested in being part of our team.
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 these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in team management, customer service, and operational improvements. Use bullet points for clarity and focus on achievements that demonstrate your leadership skills.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples from your past experiences that showcase your ability to drive change and manage teams effectively.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at e.surv Chartered Surveyors
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of the Operations Manager role. Familiarise yourself with the responsibilities listed in the job description, especially around customer service and team management. This will help you articulate how your experience aligns with their needs.
✨Showcase Change Management Skills
Since the role involves effective change management, prepare examples from your past experiences where you successfully led teams through transitions. Highlight your ability to motivate others during these periods and how you handled any challenges that arose.
✨Demonstrate Leadership Flair
Be ready to discuss your leadership style and how you've motivated teams in the past. Use specific examples to illustrate how you've driven performance and exceeded expectations, as this is crucial for the Operations Manager position.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills, particularly in resolving complex issues. Think of situations where you acted as an escalation point and how you managed relationships with customers and third-party suppliers.
