Salary: Competitive
Location Office - Leatherhead
Contract: Full time - Fixed Term Contract (12 Months)
The Operations Support Team Leader's primary role is in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard.
Key Responsibilities
- Line management of up to 5 Operations Support Specialists:
- Carrying out 121's & Performance Reviews
- Accurately recording employee absence
- Measuring productivity & quality
- Coaching on performance & behaviours
- Generating & presenting MI Reports
- Demonstrating and encouraging a Think Customer mindset
- Maintaining SOPs (Standard Operating Procedures)
- Running daily stand ups & regular team meetings
- Supporting business and industry-led projects to ensure compliance
- Handling escalated and regulated consumer calls & queries, including liaising with the Ombudsman where applicable
- Delivering role-specific training & feedback (telephony, complaint handling etc)
- Supporting business changes such as implementation of new systems
- Rotating tasks & responsibilities to develop knowledge and resilience within the Operations Department
- Having an intermediate ability on Microsoft Excel
- Working as part of a wider management team to drive collaboration, consistency & best practice
Person Specification
We want individuals who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.
Benefits include:
- Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
- Bonus
- Enhance Pension
- Private Medical Insurance
- Life insurance
- Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
- Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
- Volunteering day: one day a year fully paid.
Closing date 28-10-2024
REF-217 020