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Operations Manager (Customer Services)

  • Location: Bristol
  • Salary: £50000 - £60000 per annum + benefits
  • Job type: Permanent
  • Sector: Projects, Programmes & Change
This vacancy has now expired.

Operations Manager (Customer Services)

Operations Manager with experience of managing large customer service orientated teams (100+), ideally from a service provider background, to be based in Bristol.

We are looking for a Dynamic Operations Manager with strong customer services background (contact centre) to work for our large customer.

The Operations Manager will be responsible for organising and controling significant groups of operational staff to ensure performance objectives are achieved, and profitability is maintained in line with the agreed business strategy and business objectives.

The Operations Manager will get involved in the following:

Recruit, direct, lead, coach, develop and motivate staff to ensure the accountabilities of assigned areas are delivered and to enable them to maximise their potential.

Control and monitor all required management activities for assigned areas to ensure they are carried out effectively.

Support operational plans and budgets for assigned areas and lead and control activities to ensure the effective delivery of agreed plans within timescales and in line with the account business plan.

Control and monitor costs, resource capacity planning and utilisation to support the achievement of the operational business plan.

Ensure a consistent understanding is created within and across teams of the aspirations, plans and current performance of the business area to enable everyone to contribute to performance and continuous improvement objectives.

Lead the measurement, assessment and reporting of the performance of assigned areas to facilitate overall business management and to support the continuous improvement of performance.

Plan and lead the development, agreement, and implementation of business development/process improvements to improve the overall performance of the account.

Manage operational relationships with the client and 3rd party supplier in assigned areas.

Build and maintain relationships with external and internal stakeholders and stakeholder groups to facilitate the effective delivery of operational activities

Contribute to the development of policies to support and develop the business. Contribute to the management team's development, agreement, and achievement of business plans and to the identification of performance opportunities.

Key Knowledge, Skills, and Experience

  • Significant commercial and financial understanding, including legislative requirements
  • Well-developed planning and organisation skills
  • Highly developed communication skills
  • Significant and proven leadership skills
  • Extensive knowledge of the business, its operations and of company goals and developments
  • Considerable experience in operational management

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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