Operations Manager

West Riding Recruitment; Wakefield; On-site; GBP 40,000 - 60,000; Full time

Job summary

A specialist recruitment agency seeks an Operations Manager in Wakefield to lead their Network Services Operations Team. The role involves motivating staff, managing recruitment, and ensuring exceptional customer service. Candidates should have a relevant degree and at least 5 years in a similar role within the Telecoms or ICT sector. A competitive salary is offered with a forward-thinking company.

Qualifications

• Minimum 5 years of experience leading teams and projects.
• Expertise in a Telecoms environment or related ICT background.
• Accreditations in process-driven methodologies.

Responsibilities

• Lead and motivate operations team to ensure exceptional customer service.
• Manage recruitment and ongoing training of staff.
• Monitor performance and accuracy related KPIs.

Skills

Leadership

Customer service

Project management

Communication

Education

Degree in relevant field

Tools

Project management tools (Prince2)

ISO certifications

ITILv3

Job description

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Based in Wakefield, my client is a specialist in telecommunications and internet connectivity solutions across the North of England.

Operating nationwide, they now require an Operations Manager to join their expanding team. Leading the Network Services Operations Team, you will have the opportunity to maintain and improve the company’s reputation for providing exceptional customer service.

Based from their Wakefield head office and reporting to the Network Services Director, the Operations Manager will be responsible for the following duties:

• Lead and motivate the provisioning, project co-ordination and technical support teams within their company.

• Ensure the network services operations team provides exceptional levels of customer service.

• Manage the recruitment, selection and on-going training, development and performance of staff to ensure achievement of outstanding product knowledge and exemplar customer service.

• Work with team leaders to produce and monitor performance and accuracy related KPIs

• Be a point of contact for escalations from customers and internal staff to ensure prompt delivery and management of services

• Introduce and maintain structured procedures for managing queues to ensure the highest levels of customer service

• Manage and assist with projects and initiatives as required

Skills and qualifications required

• Education to degree level (an industry applicable degree is highly desirable)

• A minimum of 5 years’ experience in leading teams and multiple cross-functional projects

• Expertise in a Telecoms environment or related ICT background to ensure that you are able to appreciate the day to day technical challenges of the department

• Accreditations in process driven methodologies: ISO certified (CQI or IRCA), ITILv3 etc

• Extensive knowledge and expertise in the use of project management methodologies and tools, for example Prince2

• Strong business acumen and executive presence, with an ability to manage costs, develop business cases, and deliver cost effective solutions

• You must be a clear and confident communicator with strong technical qualifications such as CompTIA or Microsoft MCP

In return, an excellent salary is offered for the right person with a progressive, forward-thinking company.