We are seeking an experienced and dynamic Operations Director to lead and optimise our operations. The successful candidate will play a key role in enhancing our recently migrated customer service functions, ensuring they meet and exceed the highest standards. This role involves overseeing both outsourced service providers and internal teams responsible for customer complaints and processing.
Key Responsibilities:

Strategic Oversight

• Assess the current state of outsourced customer service operations and internal teams.
• Develop and implement a strategic plan to enhance overall efficiency, service quality, and customer satisfaction.

Vendor Management

• Leverage experience in managing outsourced service providers to drive performance improvements.
• Establish clear expectations, key performance indicators (KPIs), and service level agreements (SLAs) with suppliers.

Internal Team Leadership

• Lead, motivate, and develop internal teams responsible for handling customer complaints and processing.
• Identify areas for improvement within internal operations and implement necessary changes.

Performance Monitoring

• Implement robust performance metrics to assess the effectiveness of both outsourced and internal teams.
• Regularly analyse data to identify trends, risks, and areas for continuous improvement.

Issue Resolution

• Act as a strong advocate for the organisation, ensuring customer service issues are addressed and resolved effectively.
• Provide guidance and support to internal teams in handling complex customer interactions and complaints.

Ideal Candidate:

• Proven experience at Operations Director level, with a strong track record in operational leadership.
• Extensive experience in managing outsourced service providers and internal teams handling customer complaints and processing.
• Strong leadership and interpersonal skills, with the ability to inspire teams and drive performance.
• Demonstrated ability to implement process improvements and drive operational excellence.
• Excellent communication skills, both verbal and written.
• Strategic thinker with the ability to problem-solve and make data-driven decisions.

Job Types: Full-time, Permanent
Pay: £120,000.00-£140,000.00 per year

Additional pay:

• Performance bonus
• Yearly bonus

Benefits:

• Company pension

Flexible language requirement:

• English not required

Schedule:

• Monday to Friday

Work Location: In perso

Please refer the Job description for details