This position will initially be offered as a 2 year contract.

This is a fantastic opportunity for an innovative and customer centric Operations/Customer Service Manager to join a large progressive organisation who are a global leader in their field. This role requires an ambitious leader who will take responsibility for the management and leadership of the Operations Team. Ultimately this role is all about ensuring that the organisation provide the best customer service and operational support within their industry. This person will be committed to continual improvement and will act as a key point of contact for the Sales Teams in their area.

This role will involve guiding the Operations Team to continually strive to provide an enhanced level of customer service, by reviewing all the current processes and customer needs and ensuring the Operations Teams are striving for excellence.

You will manage and report upon any customer issues, project updates and service level agreement measures to ensure the department is functioning effectively, customer service levels are being upheld and departmental costs are kept to a minimum. Updates will be reported to the Central Operations Manager at weekly 121 meetings and during a monthly overview at departmental meetings.

Key responsibilities:

• Taking overall responsibility for managing the customer journey for order processing and delivery
• Acting as a key point of contact for the Account and Sales Manager of the regions
• Seek to make continuous improvements with both existing and new processes – supporting a move to a further automated self service
• Ensuring a right first-time approach, reducing error rates which result in credits, returns, delivery concerns and same day couriers
• Coaching, training and mentoring the Operations Team
• Allocation of stock where appropriate
• Carrying out KPI measurement reviews for all team members
• Spot checking telephone calls against set company matrix
• Review calls with the relevant Operations Team Member to encourage improvement and to celebrate success
• Backorder management to support stock allocation
• Weekly review meetings with Regional Sales Managers
• Process improvements to encourage high levels of accuracy and lower levels of manual intervention
• Encouraging growth from the team, supporting team members to aspire to be their best
• Weekly team meetings to discuss progress regional targets
• Conduct regular 121’s and Advancement Appraisal Reviews
• Assist with recruitment and training of new team members.
• Support new initiatives and ensure improvements are made in accordance with growth requirements.
• Monitor and ensure department resource is fit for purpose in line with projected targets