Job Description

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We are currently recruiting for a Deputy Operations Manager, Duties will include:

Line management of Scheduling and Supply Chain teams. Delivery of performance targets daily and monthly KPIs Support the Operations Manager with stakeholder collaborations to understand operational complexities and acting as a subject matter expert in order to deliver smooth and efficient service. Review and Monitor Reports Daily to ensure client SLA targets are met Frequent meetings with team managers/team members to ensure a high level of engagement Support with implementing new strategies to improve overall service Coordination of management team to ensure were up to date with daily activities such as, people support & capacity planning ect Oversee daily operational workforce/team management actions and highlight any high-level concerns to your operations manager Oversee activities when the teams are managing critical incidents both internally and externally. Builds professional relationships with clients and internal stakeholders by drawing on own experience and utilising all available resources to maintain and potentially improve those relationships and strengthen Mitie's relationship with the supply chain. Manages customer service delivery end to end and proactively identifying potential pain points and eradicating them Collaborate with Operations Manager to formulates plans regarding our people for engagement, recruitment, attrition succession planning, talent mapping. Analysing all available information with a view to helping our people to understand the metrics, providing detailed information to the leadership team. Collaborate with all stakeholders to understand operational complexities and acting as a subject matter expert to deliver smooth and efficient service. Keeps abreast with Facilities Management updates in the wider industry with a view to keeping up to date with new insights and ways of working keeping a constant check on where changes could be made for the better. Ensure that all customer contacts are dealt with professionally, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise. Responsible for making sure that the team ensure that customer requests are raised, assigned, recorded, progressed, completed and responded to within specific contractual or procedural timescales in order to meet agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Keep up to date with relevant policies, procedures and working practices making sure that they are adhered to and that the team are compliant for audit purposes.

WHAT WE ARE LOOKING FOR

Experience of leading and motivating a team, preferably within a customer service or helpdesk / call centre environment. Proven ability to build an effective and cohesive team, leading by example, well organised, driven and flexible being able to prioritise and manage competing demands to deliver tasks on time. Driven and dynamic individual who constantly evaluates their own performance Innovative thinker who is able to evaluate situations and generate ideas for improvements. Experienced / natural persuader who is able to influence people in a positive way. Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning. Takes ownership and shows resilience in the face of setbacks or pressure. Displays a 'can do' attitude to challenges that the team face, taking a logical and common sense approach, always considering what is the right thing to do in a given situation. Solutions oriented, providing proposed resolutions, taking ownership to fix problems and putting measures in place to prevent recurrence. Skillful in resolving difficult and complex customer issues and complaints. Strategic thinker, creative and intuitive having the ability to see the bigger picture and take this into account in decision making * Able to remain calm under pressure, has the confidence of their colleagues and can communicate effectively across all levels.