Operations Manager

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Location- Liverpool/Birkenhead (hybrid working available with a minimum 2 days a week in the office)

Job Purpose

As an Operations Manager you will be leading your teams to meet the vision & strategy of Carpenters Group.

You will guide and inspire your Team Managers, providing motivation, clear direction and performance assessment to aide delivery of excellent customer service. You will ensure KPIs and SLAs are met as well as creating a stimulating environment where colleagues can grow and develop.

Key Responsibilities

• To contribute to development of a customer service strategy to enable the Business to meet its goals
• To lead and motivate team managers/colleagues so they are clear of their purpose and how they contribute to the success of the business
• To set, review and ensure achievement of KPI's, SLA's and team objectives
• Develop and coach team managers by way of personal development plans to maximise their own performance and that of their teams
• To work with clients to enhance delivery of customer service for respective processes
• To question and challenge peers/managers where processes and procedures do not meet client expectations and any activity that does not place customers interests at the heart of how we do business
• To analyse data and predict trends providing recommendations to ensure no disruption to services as well as making recommendations on improvements to performance
• To ensure data is disseminated across teams so team/individual performance is understood
• To oversee completion of monthly audits in accordance with business policy ensuring that feedback is provided to team managers and colleagues with appropriate training and support provided as necessary
• To work with training/QA to ensure the collation and delivery of appropriate training sessions as and when required
• To conduct 121s in line with company timeframes completing appropriate documentation
• To quality check team managers ensuring 121s/appraisals/PDPs completed in line with above
• To liaise with team managers where instances of poor performance is recognised and ensure support is provided or performance issues are deal with following company procedures, liaising with HR as necessary
• To lead by example and to instill confidence by remaining respectful at all times and demonstrating impartiality, sensitivity and using diplomacy when dealing with interpersonal or work related issues
• To ensure regular team meetings providing clear direction for team managers and ensuring cascade of information across respective areas
• To ensure that deadlines are met
• To identify talent and support the development of your people
• To plan effective recruitment in a timely manner as not to affect service
• To recognise and reward individuals and team achievements
• To create an environment where colleague feedback on leadership and development is good to excellent
• To foster and build great relationships with cross functional teams and clients to ensure overall success
• To drive your own development by actively seeking development opportunities
• To keep up to date with developments in the insurance industry/legal industry
• To ensure customers and the business are kept safe through team compliance to all procedural and regulatory legislation as required by FCA/SRA
• To take responsibility for your own actions and those of your teams ensuring you keep up to date with all communications, processes and procedures
• To perform other reasonable duties as agreed by Head of
• To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Experience & Knowledge

• Ability to lead and motivate
• Excellent interpersonal verbal and communication skills
• Supervisory/management experience in claims environment
• Preferred working knowledge of claims IT systems
• Working knowledge of Microsoft software (Excel)
• Excellent problem solving skills and initiative
• Sound reasoning and ability to identify the issues involved in any problems arising
• Preferred previous experience of managing in high volume telephony environment

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About us

Here at Carpenters Group, we've been providing legal and insurance services across the UK for over 30 years.

We've grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.
Benefits

• Minimum 25 days' holiday plus bank holidays
• Hybrid working model
• Holiday buy and sell
• 2 x Volunteering days to support charitable initiatives
• Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan - claim back dental / physio / optical appointments
• My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions - providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy