Operations Manager job in Leeds at Capita Internal Resourcing

Operations Manager

Company: Capita Internal Resourcing

Location: Leeds UK

Date Posted:May 15, 2018

Operations ManagerLeeds City Centre£35k - £45k depending on experience + benefitsBecoming an Operations Manager with Capita Customer Management:We have an exciting new role working within our Samsung client team based in Leeds city centre. The role of the Operations Manager will be to develop, lead and manage a team to deliver an effective and profitable operational unit or service on behalf of our client Samsung and in line with commercial and contractual agreements. The team handle predominantly inbound consumer calls form Samsung UK customers and the Operations Manager job is key to ensuring a first class customer service is offered.What you will do:Motivate and effectively performance manage allocated Team Managers within the unit to ensure delivery of the unit business plan.Ensure delivery of Client KPIs including: day to day service levels, customer experience, quality measures and compliance measures.Identifying and highlighting further opportunities for services and process improvements.The continuous identification and implementation of operational best practice through interaction with the wider Capita team.The operational delivery of short, medium and long term strategic plans in line with the relevant Client Area and Capita's business goals.Instil Capita and client specific cultural values and behavioursYour experience will include:Qualified by experience - previous experience working at an operational level within a contact centrePeople management skillsCustomer service excellence/sales/call centre experience essentialExcellent analytical, decision making and problem solving abilitiesProduct knowledge desirableRelationship management and communication skillsInfluencing, political and sales skillsAboutCapita Customer Management:At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.Customer Management are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.What's in it for you?At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.As well as a generous basic salary, we also give you 23day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts. At our Leeds office, you will also benefit from other discounts.You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.What we hope you will do next:Help us find out more about you by completing our short application process - click apply now. Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.| Become a Change Maker |Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check. View full job description
JobCentre Plus 7 months ago
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