Customer Services Manager

Operations Team Manager

Ref: 3946| Posted: 15th Jul 2019

This vacancy is now closed

Operations Team Manager

Salary: £30,000 - £32,000

Location: Chippenham

Hours: Monday -Friday 8:30 – 5pm

Customer Accounts Team Manager


  • Ensuring the timely onboarding of both new customer sites and new customers taking on existing sites supplied by the company. Quality and compliance are of great importance.
  • workflow forecasting
  • Resource planning for the team, ensuring that we have the right people in the right place at the right time to deliver best in class service.
  • You will also be responsible for process mapping, documentation and improvement based on root cause analysis and team / customer feedback
  • This role requires a strong people leader and coach with a proven track record in developing team capability, knowledge and confidence to deliver strong performance across team, business and regulatory requirements.
     Managing, Leading, engaging and motivating an operations team- Workflow forecasting, management and resource planning
  • Deliver World Class service across multiple workstreams and contact channel
  • Develop advisor capability, knowledge and confidence, through dynamic and constructive coaching and feedback
  • Carry out multi-channel quality and compliance assessments to ensure we are delivering the correct level of service
  •  Be a subject matter expert to ensure you can support and develop knowledge across the team
  • Support with peaks in customer contact / operational workloads when needed
  • Identify and fix process issues with relevant stakeholders
  •  Identify opportunities and make recommendations to drive improvements to service delivery and customer experience
  •  Set personal and team targets in line with agreed objectives
  • Ensure an appropriate balance between productivity and quality is in plac
  •  Submit daily, weekly and monthly reports on all activities within the Customer Accounts Team
  •  Manage escalated accounts and take ownership for effective resolution, balancing the needs of the customer and Company
  •  Create and maintain procedures, ensuring they are in line with all licence obligations and regulations and that the team adhere to all processes and procedures
  •  Manage all HR requirements of the team, including tracking performance, dealing with underperformance, tracking holiday, managing sickness / absence and supporting with recruitment
  • Suggest creative solutions through innovative thinking

Key Requirements:

• Highly experienced in leading and motivating operational teams to deliver strong performance against stretching targets
• Competent in workflow forecasting, management and resource planning to optimise performance against KPI's
• Strong coach with the ability to flex your style based on individual needs and learning styles
• Experience in building, delivering and embedding training to small groups
• Excellent documentation skills
• Expert knowledge in the Energy Industry
• Attention to detail
• Motivated, positive, confident and personable

Experience in process improvement, mapping and documentation would also be an advantage as would knowledge of Salesforce and forecasting software.

Benefit Details

We also have some amazing benefits that we offer our people, including:

• Travel allowance at all levels
• Green Travel Allowance
• Bonus at all levels
• Pension matched up to 7.5%
• 5 weeks annual leave with option to buy more
• Flexible working practices across many roles
Along with many more benefits

The C&D Group are acting as an employment agency in regards to this role