**applications to be sent to firstname.lastname@example.org**
Job Title: Operations Lead
Location: Kings Hill
Departments: Pet Claims Team, Customer Services Team and Claims Team.
Working hours: Monday to Friday 9:00-17:00 (36.25 hours)
Our client is looking to grow 3 of their existing departments (Pet Claims Team, Customer Service Team and The Claims Team) by taking on an Operations Leader for each of these departments. Offering a competitive salary and a supportive work environment, where self-development and improvement is encouraged and supported.
Based in Kings Hill, you will be supporting your Team Manager in building and maintaining an engaged team who have the skills and experience necessary to deliver the agreed strategy and objectives. You will be assisting your Team manager in pro-actively managing the day to day running of the team, overseeing operational processes whilst closely monitoring service levels.
As well as this you will be responsible for:
Act as a technical point of reference for all direct reports
Support your Team Manager in the development of team members
Provide regular, honest and constructive feedback and assessment on achievement
Drive a culture that encourages continuous business improvement, through new initiatives to drive efficiency
Act as first point of contact for complaints via stakeholders / customers (internal/external) and deliver resolutions in line with timescales. Optimise opportunities and develop relationships across the business to improve customer experience
Complete tasks delegated by your Team Manager or Manager
Carry out 1-2-1’s with the support of your Team Manager and assist with the company’s continuing performance review processes
Complete other operational activities over and above those listed in the role profile, appropriate to your skills and experience
Leading our people
Lead with integrity
Act in a proactive and decisive way when taking the lead on tough decisions
Foster collaboration through clear and inclusive communications
Initiate and drive positive change
Recognise and nurture talent and future successors
Create a culture of success
Positively challenge yourself and your team to take ownership for delivery
Act with resilience, resourcefulness and maintain strong belief
Support and promote a culture which is genuinely inclusive and respectful
Make sure that you treat all our customers with the principles of Treating Customers Fairly (TCF)
Understand how you play a part in the Customer Experience
Provide a service to all of our customers (internal and external) that is memorable for the right reasons and builds our reputation as a great company to work for and do business with
Doing the right thing
Make sure that everything you do fits in with the legal requirements, Insurance policies and regulatory requirements
Be aware of threats to our organisation and customers (e.g. financial crime, fraud and money laundering)
Taking the appropriate action to minimise the impact of risks to our business (e.g. by following processes and reporting any concerns to your manager)
Treating the personal data of our customers, employees and other individuals lawfully and in accordance with current legislation
What would we like to see in you?
Strong planning and organisational skills and the ability to work to a deadline
Ability to develop and sustain relationships with internal and external parties
Effective communication skills
Ability to identify actual and potential challenges and to recommend possible solutions
Ability to act as a mentor
Leadership and motivational qualities
Strong call handling skills with the ability to handle complaints effectively
Ambassador of the company values
Acts well on feedback, constantly seeking to improve their performance
Actively listens to others and demonstrates their understanding with appropriate follow-up actions
Have a “can do” attitude and proactively seek solutions and opportunities
Strive to achieve the highest professional standards and find ways to go the extra mile
Willing to try new things and see both successes and mistakes as opportunities to learn and grow
To act as a role model and lead by example
Interpersonnel are operating as an Employment Business for our client for this particular role. By applying you give consent for your data to be handled and processed under GDPR Legislation for the purpose of your current employment search.
We are pleased to receive a significant number of applications for most roles advertised. We are therefore unable to respond to individual applicants unless shortlisted. If you have not been contacted within four weeks of the closing date you should assume you have not been shortlisted on this occasion.
Interpersonnel is an equal opportunities employer. Our all current vacancies are on our website.