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Operations Lead

October 28, 2019

**applications to be sent to hollyamie@interpersonneluk.co.uk** 

 

Job Title: Operations Lead

Location: Kings Hill

Departments: Pet Claims Team, Customer Services Team and Claims Team.

Salary: £24,000

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

 

Customer experience

 

  • 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.

 

 

 

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