Operations Team Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job title: Operations Team Manager

Department: Sopp+Sopp, Contact Centre

Location: Hybrid, Halifax / Peterborough

We're looking for an Operations Team Manager to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities - grow with us.

About the role

Lead and develop 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.

Key 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

• 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.

Knowledge & Experience

• 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

• 33 days holiday (including bank holidays)
• Personal health cash plan - claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

• 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.