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For Companies At a Glance
- Tasks: Lead and motivate a team to deliver exceptional service and exceed client expectations.
- Company: Join Activate Group, one of the UK's fastest-growing private companies, with over 700 team members.
- Benefits: Enjoy 33 days holiday, health cash plan, life assurance, and fun perks like free breakfasts.
- Why this job: Be part of a supportive culture that values growth, teamwork, and making a positive impact.
- Qualifications: Experience in contact centre operations and strong coaching skills are essential.
- Other info: Flexible working options available; we prioritise your health and wellbeing.
The predicted salary is between 24000 - 32000 £ per year.
Overview
Operations Team Manager
Location: Halifax
Department: Contact Centre
Contract type: Permanent
About the role
We’re looking for an Operations Team Manager to join our department, and play a key role in leading and developing a high-performing and engaged team to deliver best-in-class service to our customers. Provide coaching, feedback, and performance management to the team to drive excellence, innovation, and continuous improvement.
Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.
Responsibilities
- Manage team members’ performance. Set short and long term KPIs, identify rising stars and provide coaching and support to your team, including those who need extra help.
- Hold regular huddles, monthly one-to-ones and regular check-ins with the team. Cascade key business, departmental and team messages in a timely manner and practise two-way communication.
- Lead all recruitment for your team, working closely with the People Team to ensure a seamless experience for all candidates.
- Collaborate with the Training Team to ensure all new starters receive a great welcome into the business and have the right skills to do the job
- Work with your team to ensure they are engaged and motivated, listening to feedback and using available tools and resources to ensure engagement is always a focus.
- Analyse and understand the outputs from the Group Engagement Survey for your team. Work closely with the People Team to develop local action plans to continually improve results.
- Proactively tackle informal performance and behavioural issues within your team. Work closely with the People Team to manage any subsequent formal performance and disciplinary issues that arise.
- Manage sickness absence within your team; understand the reasons behind absences and support your team members to improve their attendance at work.
- Reward and recognise your team using a variety of methods available eg. Activate Applause, team engagement budget
- Review exit survey data and put in place actions to resolve any issues affecting retention
- Take responsibility for your own personal and skills development. Attend appropriate training courses and webinars. Proactively look for ways to develop your skills.
- Work closely with other members of the Operations leadership team, sharing best practice and supporting each other
- Build strong and trusted relationships with your customers. Handle escalations well and develop and deliver solutions which meet or exceed customer expectations.
- Contribute to cross-departmental projects and other key workstreams based on business needs.
Skills and experience
- Develop great teams: create high performing and engaged teams. Know your team members and understand what motivates them
- Solve problems: Make sense of complex information to find beneficial solutions for your team. Make great decisions using quality data.
- Take ownership: Deliver on commitments. Be courageous – step up and do what needs to be done.
- Focus on the customer: Know your customer. Build strong relationships and put them at the heart of your decision making.
- Lead change: Lead by example even when things are uncertain. Stay positive for your team.
- Experience of leading and developing high performing teams (preferably in a Contact Centre setting)
- Ability to provide constructive feedback and proactive coaching
- Confident working in a fast paced ever-changing environment
- Able to interrogate data and solve problems effectively
- Excellent verbal and written communication skills
- Strong advocate of the Group values
Benefits
We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:
- 33 days holiday, including bank holidays
- Personal health cash plan– claim back the cost of everyday healthcare such as dental and optical check-ups
- Enhanced maternity, paternity, adoption and shared parental pay
- Life assurance at three times your basic salary
- Free breakfasts and fresh fruit
- A birthday surprise for everyone
What you can expect from us
At Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.
Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.
We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.
Whether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.
A bit about us
Activate Group is a fast-growing business approaching 1,000 team members nationwide.
We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.
We manage every step of the repair journey – repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.
We also work with the UK’s largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.
Our purpose & values
Our purpose underpins everything we do: Make someone’s bad day better
- Make it happen– Be accountable. Take the initiative, work fast, and do a great job.
- Strive for better– Be bold. Challenge the norm – make small improvements often.
- Win together– Be a team player. Win together, learn together, respect each other.
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Operations Team Manager employer: Activate Group Limited
Contact Detail:
Activate Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Team Manager
✨Tip Number 1
Familiarise yourself with the company's values and purpose. Understanding how they define their culture will help you align your approach during interviews and discussions, showcasing that you're a great fit for their team.
✨Tip Number 2
Highlight your experience in managing teams within a contact centre environment. Be ready to discuss specific examples of how you've motivated team members and improved performance metrics in previous roles.
✨Tip Number 3
Prepare to demonstrate your analytical skills by discussing how you've used data to drive performance improvements. Bring examples of KPIs you've monitored and how your actions led to positive changes.
✨Tip Number 4
Showcase your coaching abilities by preparing anecdotes where you've successfully identified training needs and implemented effective training plans. This will illustrate your commitment to team development and performance enhancement.
We think you need these skills to ace Operations Team Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Operations Team 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 managing teams, handling client escalations, and driving performance. Use quantifiable achievements to demonstrate your impact in previous roles.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples of how you have successfully managed teams, improved processes, or met targets in past positions, aligning them with the values of the company.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the Operations Team Manager role.
How to prepare for a job interview at Activate Group Limited
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with the company's purpose and values. This will help you align your answers with what they stand for, showing that you're a good cultural fit.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, especially related to team management and client escalations. Prepare examples from your past experience that demonstrate your problem-solving skills and ability to lead a team.
✨Showcase Your Coaching Skills
Since the role emphasises coaching and performance management, be ready to discuss your approach to developing team members. Share specific instances where you've successfully coached someone to improve their performance.
✨Highlight Your Analytical Abilities
The job requires good reporting and analytical skills. Be prepared to discuss how you've used data to drive performance improvements in previous roles. Bring examples of KPIs you've monitored and how you acted on them.