Job Ref: 213514227

Date: 2021-04-09 14:47:07

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Operations Manager – Customer Service

Return on Investment is market-leading, fast-growth outsourcing business specialising in providing sales support and customer services to the automotive industry. The business employs c.300 people across a range of location; we are very proud of out client-base – we now work with over 20 major, global manufacturers in addition to leasing companies and dealerships.

The vast majority of our work is B2B, however a major growth area for us is Business to Consumer customer services. We currently employ c.50 people in this area of our business and it is forecast to grow exponentially. As a result we are looking for a skilled Operations Manager to support the Customer Services Director in the delivery of SLA across 3 client accounts.

The role is based from our Milton Keynes Office. During COVID-19, the position is based from home but you should ideally locally to our Milton Keynes office. You will manage c.35 staff through 6 first line managers who will directly report to you.

Responsibilities:

Managing the output of the agents to hit key performance indicators agreed with clients through first line Team Managers / Assistant Team Managers
Working with clients and Account Managers to identify issues and opportunities for service improvements
Resource planning and forecasting
Working across departments (e.g. IT) to ensure that the teams are given the correct tools to perform their tasks to the highest standard
Supporting sales and the Customer Services Director with bids, tenders and proposals

Requirements:

Extensive contact centre management experience with proficiency with multi-channel contact centres and systems e.g., Amazon Connect, Fresh Desk, live chat, social media
Proficient with CRM systems e.g., Siebel, SalesForce
Experience in resource and shift planning
Strong problem-solving skills
Previous experience of Automotive/Fleet environment (desirable)

About ROI:

Return on Investment is a market-leading, pioneering business based in Nantwich in South Cheshire employing over 300 employees across five locations. ROI is a unique business; our success is based on an absolute focus on delivering excellence to our clients by creating a company that people love to work for.

Location: Milton Keynes (Home based during Covid-19)

Contract Type: Full Time, Permanent

Salary: Up to £44,000 per annum

Why you should work for ROI:

ROI has an excellent track record of growth and innovation; you will find that our approach will give you excellent support and career development. You will be:

Set up to work remotely and trained accordingly during the current coronavirus outbreak
Working with a major, prestigious account within a high-performance established team
Given genuine opportunities for career progression and enrichment – there are many career avenues within the business from this entry point into the company
Offered a highly competitive benefits package including a £500 health and wellbeing allowance, medical benefits, the opportunity to apply for funding for future study, access to discounts for the purchase or lease of vehicles and an excellent pension scheme.

No agencies please.

You may have experience of the following: Customer Services Manager, Customer Service Manager, Customer Service Team Leader, Customer Service Supervisor, Call Centre Manager, Call Centre Team Leader, Call Centre Supervisor, Contact Centre Manager, Contact Centre Team Leader, Contact Centre Supervisor, etc.

Ref: 98153

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