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Operations Manager (REF: OP1295)

Role Summary

The Operations Manager is responsible for ensuring we deliver a quality customer experience to our clients. The role is focussed on ensuring the team meets its internal quality and productivity targets consistently achieving client KPI’s.

Main Duties and Responsibilities

Operational Management

  • Ensure contractual KPIs are achieved/exceeded through actively monitoring the delivery of service.
  • Implement and drive continuous improvement to processes to drive efficiency.
  • Optimize resources to ensure that our service is delivered within contractual KPIs and to the highest standard.
  • Act as a key service escalation point as the line manager of the Customer Service Team.
  • Maintain a contract action log and actively manage all actions through to delivery.
  • Ensured complaints and delivery issues are adequately resolved to the clients satisfaction
  • Actively support the customer charter and brand values through personal demonstration and the leadership of the team.
  • Respond to client enquiries (by phone and or email) within 1 working day.
  • Interact with and coordinate activities of service partners and agreed suppliers to ensure joint delivery meets acceptable service standards.

Team Management

  • Oversee the induction and training of new starters ensuring they are competent to perform their role and have the necessary tools for their job.
  • Ensure that operational processes are adhered to by all member of the team.
  • Identify process and system improvements, prioritise and plan their delivery.
  • Drive quality of service improvements through actively coaching individuals within the team on a one to one and team basis.
  • Ensure that 121’s and appraisals are conducted in line with company policy and standards.
  • Conduct daily start of shift briefs to resource the team’s work and actively manage the daily caseload setting targets for the day.
  • Hold regular team meetings to ensure all team members are informed of the business, their performance and how they can actively contribute to it.
  • Review open caseloads and deliver corrective actions to failing KPI cases to bring them back on track.
  • Drive productivity improvements through the Balanced Scorecard, ensuring it is accurate always and represents actual performance.

General

  • Display a competent and through knowledge of occupational health industry including a working knowledge of our product base and the relevant HR and HSE regulation governing our market sector.
  • Deliver internal presentations, write monthly reports and attend management meetings.
  • Any other tasks, activities and duties as requested by the Head of Customer Service and deemed a part of the Operations Manager Role.

Key Performance Indicators

  • Client & Customer Satisfaction Levels
  • Client KPI performance targets
  • Productivity, Quality and Aged case KPI’s
  • Telephone answer rates
  • Complaint and Escalation Rates

Experience, skills and knowledge required for the role

  • Strong communication and customer service skills (both written and oral)
  • Solutions and KPI focussed
  • People management and staff motivation skills
  • Outcome focused - able to meet targets and deadlines
  • Team player with awareness of personal impact
  • Planning and organising skills
  • Able to work under pressure and against challenging timescales
  • IT literate
  • An understanding of the Occupational Health marketplace preferred
  • Degree preferred, but not essential

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