Operations Team Leader

Recruiter
Rightio
Location
Birmingham
Salary
From £18,000 to £21,000 per annum Salary/Bonus: £18,000-£21,000 + Bonu
Posted
11 Aug 2017
Closes
11 Sep 2017
Contract Type
Full Time
Who We Are:

As one of the UK’s leading home repairs and services companies with a network of over 500 fully qualified engineers throughout the country, we pride ourselves on being the best at what we do.

Whether it’s plumbing, heating, electrics, drainage or locks which need our attention, we strive to offer the best possible customer service and to simply, do things the RIGHTIO way.

Every member of our team is dependable and fully trained to deliver the best service possible. Our aim is to give our customers peace of mind, so that when they have a home or business emergency and need to get things repaired, we get it done right. Every single time.

Rightio have an exciting new opportunity for 2 new Team Leaders within our Operations department.

Role Description:

As a Team Leader in our quick paced Operations department, you will play a crucial role in the success of the business. You will be a strategic thinker who identifies new ways to improve the customer experience whilst ensuring we are maximising opportunities and hitting daily, weekly and monthly revenue targets.

Communication, man management and the ability to inspire your team will be essential to your role, as well as being available for staff queries out of shift time where required.

Your day will involve checking planning to ensure we are maximising efficiency with our directly employed engineers,reporting on KPI’s and ways to improve, completing any HR related tasks, giving feedback from QA audits and supporting our Sales department in peak times.

You will work closely with our L&D department to ensure we are promoting continuous development in our staff as well as working with our QA department to ensure the standard of quality is consistent at all times.

Key Responsibilities:

·Develop and implement plans to ensure that a high quality, consistent standard of customer service is delivered in line with business objectives, budget and KPI’s

·Develop and implement a case allocation, daily workload planning and adjustments

·Be able to analyse data, trends and root cause

·Real time coaching, training, learning and development and performance management

·Quality checking

·Continually review and maintain an appropriate operational framework

·Develop and implement a complaints compensation matrix and ensure 100% adherence

·Create training materials based on data analysis to ensure there is continuous improvement in our Customers journey

·Liaise with all departments but in particular the call centre and L&D

·Identify and implement process improvements to our current complaints and Care Club data base

Essential and Desirable Criteria:

Essential:

·Experience of working within a high volume complaints environment

·A minimum of 2 years managing a team

·Proven leadership

·HR knowledge

·Strong geographical knowledge


This job was originally posted as www.totaljobs.com/job/75489660