CSC Operations Manager at Lanesgroup.
About the role As the CSC Operations Manager at Lanesgroup, you will play a pivotal role in overseeing the operations of our Customer Service Center. This position is designed for an experienced professional who is adept at managing teams, optimizing processes, and ensuring exceptional service delivery. You will be responsible for driving operational excellence while fostering a culture of continuous improvement within the organization. Your leadership will be crucial in enhancing customer satisfaction and achieving business objectives.
Location: Slough, Berkshire
Engagement: Full-time
What you'll do
- Lead and manage the daily operations of the Customer Service Center, ensuring that all processes run smoothly and efficiently.
- Develop and implement operational strategies that align with the company's goals and enhance customer service delivery.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the team meets or exceeds established targets.
- Collaborate with various departments to streamline operations and improve communication across the organization.
- Train, mentor, and develop team members to foster a high-performing culture and ensure professional growth.
- Conduct regular performance reviews and provide constructive feedback to team members to promote continuous improvement.
- Identify areas for process improvement and implement changes to enhance efficiency and effectiveness.
- Manage budgets and resources effectively to optimize operational costs while maintaining service quality.
- Handle escalated customer issues and complaints, ensuring timely resolution and maintaining customer satisfaction.
- Prepare and present operational reports to senior management, highlighting achievements, challenges, and areas for development.
- Stay updated on industry trends and best practices to ensure the Customer Service Center remains competitive and innovative.
- Foster a positive work environment that encourages teamwork, collaboration, and employee engagement.
Requirements
- Proven experience in operations management, preferably within a customer service environment, with at least 5 years in a leadership role.
- Strong understanding of customer service principles and practices, with a track record of enhancing customer satisfaction.
- Excellent leadership and people management skills, with the ability to motivate and develop a diverse team.
- Proficient in analyzing data and metrics to drive decision‑making and improve operational performance.
- Exceptional communication and interpersonal skills, capable of building relationships with stakeholders at all levels.
- Experience with budget management and resource allocation to optimize operational efficiency.
- Strong problem‑solving skills and the ability to think strategically to address challenges effectively.
- Familiarity with customer service software and tools, as well as a good understanding of technology in operations.
Nice to have
- Experience in the utilities or construction industry, which would provide valuable insights into our operations.
- Knowledge of Lean or Six Sigma methodologies to drive process improvement initiatives.
- Previous experience with change management, particularly in a customer service setting.
- A relevant degree in business administration, operations management, or a related field.
Skills & tools
- Proficient in Microsoft Office Suite, particularly Excel for data analysis and reporting.
- Familiarity with CRM systems and customer service platforms to enhance service delivery.
- Strong analytical skills to interpret data and generate actionable insights for operational improvements.
- Ability to utilize project management tools to oversee initiatives and track progress effectively.
Practical notes
- This position is based in Slough, Berkshire, and may require occasional travel to other company locations or client sites.
- The salary for this role will be competitive and commensurate with experience, with additional benefits offered.
- Lanesgroup is committed to creating a diverse and inclusive workplace, and we encourage applications from all qualified candidates.
- Visa sponsorship may be available for the right candidate, depending on their qualifications and experience.
CSC Operations Manager in Slough employer: Lanesgroup
Lanes Group is an exceptional employer that values its employees by offering a supportive work culture and opportunities for professional growth within the legal field. With benefits such as 24 days of annual leave, flexible working arrangements, and a comprehensive pension scheme, the company fosters a balanced work-life environment, making it an ideal place for experienced Employment Solicitors to thrive in their careers.
