Operations Team Manager

Activate Group Limited; Peterborough; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading company in operations management seeks an Operations Team Manager to lead a high-performing team in Peterborough. The role involves setting KPIs, handling recruitment, and driving engagement through effective coaching and support. With a focus on customer service, you'll lead change initiatives and develop strong relationships. The ideal candidate will have previous experience in team leadership and a commitment to continuous improvement. Competitive benefits and a dynamic work environment are offered.

Benefits

33 days holiday including bank holidays

Personal health cash plan

Enhanced maternity and paternity pay

Life assurance: three times basic salary

Free breakfasts and fruit

Birthday surprise

Qualifications

• Experience of leading and developing high performing teams.
• Confident working in a fast paced, ever-changing environment.
• Able to interrogate data and solve problems effectively.

Responsibilities

• Manage team performance and set KPIs.
• Lead recruitment processes for the team.
• Collaborate with the Training Team for new starters.

Skills

Develop great teams

Solve problems

Take ownership

Focus on the customer

Lead change

Education

Experience of leading high performing teams

Ability to provide constructive feedback

Excellent verbal and written communication skills

Tools

Microsoft Outlook

Job description

Overview

Job title : Operations Team Manager

Department : SoppSopp First Response Team

Location : Peterborough office based

Hours : 37.5 hours per week

Salary : 30000 - 35000

Were looking for an Operations Team Manager to be part of our success story.

• Listed in the 2022 Sunday Times 100 : Britains fastest-growing private companies.
• Great career development opportunities grow with us.

About the role

Lead and develop a high-performing and engaged team to deliver best-in-class service to our customers. Provide coaching feedback and performance management to the team to drive excellence innovation and continuous improvement.

Key responsibilities

• Manage team members performance. Set short and long term KPIs identify rising stars and provide coaching and support to your team including those who need extra help.
• Hold regular huddles monthly one to ones and regular check-ins with the team. Cascade key business departmental and team messages in a timely manner and practise two-way communication.
• Lead all recruitment for your team working closely with the People Team to ensure a seamless experience for all candidates.
• Collaborate with the Training Team to ensure all new starters receive a great welcome into the business and have the right skills to do the job
• Work with your team to ensure they are engaged and motivated listening to feedback and using available tools and resources to ensure engagement is always a focus.
• Analyse and understand the outputs from the Group Engagement Survey for your team. Work closely with the People Team to develop local action plans to continually improve results.
• Proactively tackle informal performance and behavioural issues within your team. Work closely with the People Team to manage any subsequent formal performance and disciplinary issues that arise.
• Manage sickness absence within your team; understand the reasons behind absences and support your team members to improve their attendance at work.
• Reward and recognise your team using a variety of methods available eg. Activate Applause team engagement budget
• Review exit survey data and put in place actions to resolve any issues affecting retention
• Take responsibility for your own personal and skills development. Attend appropriate training courses and webinars. Proactively look for ways to develop your skills.
• Work closely with other members of the Operations leadership team sharing best practice and supporting each other
• Build strong and trusted relationships with your customers. Handle escalations well and develop and deliver solutions which meet or exceed customer expectations.
• Contribute to cross-departmental projects and other key workstreams based on business needs.

Skills

• Develop great teams : create high performing and engaged teams. Know your team members and understand what motivates them
• Solve problems : Make sense of complex information to find beneficial solutions for your team. Make great decisions using quality data.
• Take ownership : Deliver on commitments. Be courageous step up and do what needs to be done.
• Focus on the customer : Know your customer. Build strong relationships and put them at the heart of your decision making.
• Lead change : Lead by example even when things are uncertain. Stay positive for your team.

Knowledge & Experience

• Experience of leading and developing high performing teams (preferably in a Contact Centre setting)
• Ability to provide constructive feedback and proactive coaching
• Confident working in a fast paced ever-changing environment
• Able to interrogate data and solve problems effectively
• Excellent verbal and written communication skills
• Strong advocate of the Group values

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance : three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group looking after team members is a major priority. Whether youre at our smart Halifax or Peterborough offices or working from home well make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first to impressive rewards for our employee of the month and little perks like free fruit and cereal well go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UKs 100 fastest-growing private companies we employ more than 700 team members nationwide.

We work with some of the UKs largest fleets and insurance companies supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process repairing vehicles at our own Activate Accident Repair body shops and through a UK-wide network of independent repair partners.

Want to know what its like to work with us Take a look at our purpose and values. They define who we are and how we work with team members customers and suppliers :

Purpose : Make someones bad day better

Values :

• Make it happen Be accountable. Take the initiative work fast and do a great job.
• Strive for better Be bold. Challenge the norm make small improvements often.
• Win together Be a team-player. Win together learn together respect each other.

Required Experience :

Manager

Key Skills

• Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 30 - 35