Customer Service Operations Manager 12m Fixed Term Cover

Job Location	Huncoat Industrial Estate
Education	Not Mentioned
Salary	Competitive salary
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Contract, full-time

Job Description

About Bensons for Beds No ‘one size fits all’ when it comes to finding the perfect sleep experience for customers and that’s why at Bensons for Beds we put Sleep Wellness™ at the heart of everything we do. With nearly 70 years of retail and 100 years of manufacturing experience in sourcing the best quality beds, frames and mattresses, at Bensons we understand how to design the perfect, tailored sleep experience.We have 190+ locations across our retail, manufacturing and distribution sites, employing c 1800 colleagues. Under new ownership of AlteriInvestors we have an ambitious 3 year plan to grow the business further and achieve our mission of becoming the market leading bed retailer with a strong omnichannel presence. Our Benefits! In return for your contribution to the team’s performance, we offer a competitive base salary plus all these extra benefits:

*Employee discount scheme for Bensons products

*‘Perks’ discounts from numerous high street and online retailers and service providers to save you money on your everyday purchases and bigger expenses such as holidays and travel, electrical goods, motoring and leisure products etc.

*Pension scheme –provided by Legal & General

*Healthshield cashback options for Health and wellbeing services (dental, optical, virtual GP, other hospital services and more)

Access to Retail Trust services (guidance and support on retail issues, mental health, wellbeing & financial topics)

Learning and development programmes to gain new knowledge and skills

Career progression – access to internal opportunities to build your career within Bensons for Beds

*Long service awards and ‘Love to Shop’ voucher rewards to spend as you like

28 days holiday, rising to 31 after 2 years’ service

(*qualifying periods apply) The Role - Customer Service Operations Manager (12m Contract) We are currently looking for an experienced Customer Service Operations Managerto join our Huncoat (Accrington) team on a 12 month fixed term contract cover.The purpose of the role is to support and motivate a team of Team Managers to manage and shape the contact centre to achieve set KPI’s, to be responsible for departmental performance overall. Also to support the business in achieving set millstones and reducing the overall cost of customer care. To act as a bridge between the Head of Customer Service and the Team Managers within the Contact Centre.Daily responsibilities include:

Be an integral part of building Strategies to help the business achieve annual targets.

To be part of the recruitment process of new Team Leaders

To be responsible for leading, managing, mentoring, and developing a team of Team Managers

To monitor the quality of action plans, feedback & coaching delivered by Team Managers

To provide clear and concise information to a team of managers on the business direction and goals

To manage capability and conduct issues once they have been escalated to HR

Conduct dismissal and disciplinary meetings

Implementing and managing process changes

Achieve quarterly targets and KPI’s

To ensuring legal process is adhered to within strict timescales when a complaint has been escalated

To help create and analyse various management reports

Create high level operations pack for Head of Customer Service to review monthly

Identify business risks and offer appropriate solutions

To complete a risk-based strategy per month to help drive business direction

Contribute to improving efficiencies andreducing costwithin the department whilst maintaining excellent customer care.

Skills needed We are looking for an experienced Operations Manager with the following skills, experience and attributes to be successful in this role:

Senior level experience of working in a contact centre environmentwith a background in the retail industry

Proven leadership skills, managing/supervising others

Experience of dealing with High Level Complaints

Working knowledge of Microsoft applications

Businesss focused with strategy planning skills

Conflict management experience

Flexible and approachable

Ability to travel for occasional off-site meetings

Pragmatic approach to finding solutions

Ability to work in a fast-paced high-pressured environment

Apply now! If you love working with a great team, engaging with a variety of challenges,growing your skills and developing new ones then click now to apply to join us!There is a brief online application process to complete, to tell us about yourself, answer some questions and confirm your eligibility. We’ll reply to you asap!

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