Location: Based in Darlington with travel required
Are you a seasoned Operations Manager with a passion for driving customer excellence and leading diverse teams?
We're looking for an experienced and forward-thinking Senior Operations Manager to oversee our Hire Contact Centre and take charge of delivering outstanding service across multiple functions, including OneRental, Customer Services, PCN Management, and Data Administration.
As a key member of the team you will be responsible for overseeing the daily operation, ensuring the seamless integration of systems, processes, and people to meet and exceed Key Performance Indicators and Service Level Agreements.
Additionally, you'll lead a diverse team of individuals, fostering a positive and collaborative work environment while driving our Customer First agenda. You'll also manage key projects, such as implementing a new contact centre platform and introducing additional customer communication channels, such as live chat.
If you're passionate about operational excellence, customer satisfaction, and leading change, this is the perfect opportunity for you.
Join Northgate Vehicle Hire as a Senior Operations Manager – Contact Centre and enjoy some outstanding benefits ...
Of course, there's a great basic salary, but that's just the beginning, our most popular benefits include ...
Salary - £45,000 - £55,000 per annum based on experience, enhanced by 10% annual bonus and generous car allowance or a company car.
Annual leave - Start with 24 days, increasing to 26 days with service. Of course, you'll have public holidays too and an extra day's leave to celebrate your birthday!
Pension - generous employer contributions of 5%.
Financial Benefits - Enjoy the security of free life assurance, a save-as-you-earn scheme, an employee referral scheme (earning £1,000 per referral), and our Benefits App with discounts and cashback at top retailers like Tesco, Asda, Currys, B&Q, and Wickes.
Wellbeing & Lifestyle Services - Access our colleague assistance programme with 24/7 GP service, mental health support and physiotherapy plus cycle to work, eyecare vouchers, Health Cash Plan, Dental Plan and Travel Insurance.
Motoring Benefits - Take advantage of exclusive employee vehicle-leasing schemes, discounted repairs, and reduced rates on weekend car and van hires.
Wagestream - A free financial wellbeing app that gives you more control over your pay, helps you save, provides financial advice and offers even more discounts on your shopping.
About you
- First of all you are a proven leader with substantial experience in managing contact centre operations across multiple functions.
- You are a strong people manager with exceptional leadership skills, capable of inspiring and developing teams in vibrant, target-driven environment.
- You are adept at managing and leading change, with a knack for streamlining processes and driving operational efficiency.
- You have experience in configuring and optimising contact centre systems to maximise productivity and quality of service.
- You have the ability to effectively interact, engage, and communicate with company decision-makers at all levels.
- Ideally, you have experience of working within the Fleet industry and experience of working within a regulated environment, with up-to-date knowledge of regulatory requirements and industry best practices.
About Us
With over 60 branches nationwide, we are the UK's largest supplier of light commercial vehicle rental solutions. We're here to keep people and businesses moving, that's what we do. By partnering with some of the country's most well-known organisations we have earned a reputation for being at the forefront of the LCV sector and for helping our customers when they need us most.
We're also part of something bigger – ZIGUP, a leading provider of integrated mobility solutions, supporting customers across the UK, Ireland, and Spain. Unlock your potential in an industry-leading business, surrounded by inspiring individuals and leaders, fuelled by the opportunity to thrive in your career.
We are agile. We are experts. We are imaginative. We are reliable.
Keep your career moving, smarter.