Job Description

KCR Solutions are delighted to be working with this successful, growing organisation in their recruitment of an Operations Manager. Your duties will be as follows:
Leading, motivating and developing a team of customer service advisors Overseeing recruitment, induction, ongoing training and performance management Delivering and coordinating training for the customer service team Encouraging continuous learning, knowledge sharing and best practice Leading and participation in monthly staff training sessions, supporting team development Acting as a first point of escalation for customer or technical issues and seeking a resolution Rota planning to ensure optimal coverage and service standards Leading the creation, review and enhancement of operating procedures Optimisation of customer support tools, including CRM and telephone systems Supporting the customer service advisors and providing cover where required Monitoring customer feedback and conducting service audits Ensuring excellent operational processes are in place to maintain high service levels Analysing trends in lead generation, reviews and calls to identify areas for improvement Contributing to the development and implementation of new processes, technologies, and service improvements Supporting the maintenance of accurate and confidential records Delivering regular reports to the Management Team to inform decision-making and drive continuous improvement

You will be a proactive leader who seeks solutions and has a passion for developing people and processes. You will be confident in managing a multi-skilled team, comfortable with technology, and committed to delivering the highest standards of customer service.


You will have proven team leadership and will have worked in a similar role, with a strong background in customer service delivery and process improvement.



This is a great opportunity to join this exciting business at a pivotal time in their development.