Operations Team Leader

Smart Technical Solutions
£24000 - 28000 Per Annum
17 Oct 2016
16 Nov 2016
Contract Type
Operations Team Leader
Salary: £24,000 - £28,000 Depending on experience - Company Benefits.

We are seeking an experienced Operations Team Leader to lead, inspire and engage a team of Operations Advisers to serve our customers and ensure operational queries are dealt with efficiently and effectively. The successful candidate will also coach and mentor the team members in order to provide future growth, development, and continuous improvement.

Operations Team Leader main duties and responsibilities:

- Lead, motivate and monitor staff to ensure that there is an emphasis on the delivery of a customer driven and quality service
- Pro-actively review team on an ongoing basis to ensure their participation and put strong development plans into place
- Ensuring that every member of the team has the right behaviours, knowledge and level of technical skills
- To deliver appropriate, timely additional training if required and on-going coaching to enhance the customer experience and ensure that the expectations of both internal and external customers, as well as third parties, are met or exceeded first time, every time

Customer Focus

- To review and identify actions that deliver quality improvements, working closely with other departments within the business to improve processes and systems to ensure a consistent levels of resolution to operational queries
- Create, maintain and implement workarounds and local working instructions as required
- Empower the team to deliver excellent customer service by effectively dealing with and resolving customer queries received via a variety of communication channels, telephone, email, correspondence.
- Ensuring customer expectations are set when dealing with challenging situations

Operational Management

- To be accountable for the day to day operational management of the team, including effective administration of company systems, policies and procedures
- Raise and monitor system enhancements and defects
- Attend regular meetings as directed by Management
- To act in the best interests of the organisation & those for whom it provides care
- To effectively use Management Information and readily make value and cost driven decisions which improve customer and employee experience and the team's contribution to our clients success

You Will Need:

- Experience working in a leadership or similar role
- Proven experience of working within a heavily regulated industry
- Excellent communication and interpersonal skills with the proven ability to engage and influence at all levels of the organisation
- Ability to coach the team in handling high volumes of data ensuring quality standards are met and deadlines achieved
- Ability to use initiative and work unsupervised in a rapidly changing fast paced environment
- Ability to present both written and verbal reports
- Highly developed organisational skills and an ability to remain focused and decisive

It would also be nice if you:

- Showability to understand and interpret complex data
- Respondquickly and positively to change and encourages colleagues to do the same
- Proven knowledge of leading a ?winning' team within an office environment and the ability to coach and motivate others effectively
- Computer literate - in particular good Excel and word skills and preferable PowerPoint
- Proven ability to identify areas for improvement and deliver the required changes

Who is our client/

Our Client is an energy supplier in the UK domestic market. Through a combination of passionate leadership, proud staff and innovative system technology, theyhave created a fresh approach to how energy is supplied in the UK. As a result theyhave gone from strength to strength to achieve sustainable success. More importantly theyhave created a model which is easily scalable as theycontinue our rapid expansion.

What theyoffer:

- Competitive salary (depending on experience) + benefits
- Fantastic working environment in offices with sea views in central Bournemouth
- 30 days' holiday (inclusive of 8 bank / public holidays)
- Pension Contribution Plan
- Salary Sacrifice Parking option
- Cycle2Work Scheme
- Free hot and cold drinks, and fruit bowls replenished daily