Operations Team Manager

Job title: Operations Team Manager

Department: Sopp+Sopp, Contact Centre

Location: Hybrid, Halifax x / Peterborough

Contract type: Permanent

Lead and develop a high-performing and engaged team to deliver best-in-class service to our customers. Provide coaching, feedback, and performance management to the team to drive excellence, innovation, and continuous improvement.

• Manage team members’ performance. Set short and long term KPIs, identify rising stars and provide coaching and support to your team, including those who need extra help.
• Hold regular huddles, monthly one to one and regular check‑ins with the team. Cascade key business, departmental and team messages in a timely manner and practise two‑way communication.
• Lead all recruitment for your team, working closely with the People Team to ensure a seamless experience for all candidates.
• Collaborate with the Training Team to ensure all new starters receive a great welcome into the business and have the right skills to do the job.
• Work with your team to ensure they are engaged and motivated, listening to feedback and using available tools and resources to ensure engagement is always a focus.
• Analyse and understand the outputs from the Group Engagement Survey for your team. Work closely with the People Team to develop local action plans to continually improve results.
• Proactively tackle informal performance and behavioural issues within your team. Work closely with the People Team to manage any subsequent formal performance and disciplinary issues that arise.
• Manage sickness absence within your team; understand the reasons behind absences and support your team members to improve their attendance at work.
• Reward and recognise your team using a variety of methods available eg. Activate Applause, team engagement budget.
• Review exit survey data and put in place actions to resolve any issues affecting retention.
• Take responsibility for your own personal and skills development. Attend appropriate training courses and webinars. Proactively look for ways to develop your skills.
• Work closely with other members of the Operations leadership team, sharing best practice and supporting each other.
• Build strong and trusted relationships with your customers. Handle escalations well and develop and deliver solutions which meet or exceed customer expectations.
• Contribute to cross‑departmental projects and other key work streams based on business needs.

• Develop great teams: create high performing and engaged teams. Know your team members and understand what motivates them.
• Solve problems: Make sense of complex information to find beneficial solutions for your team. Make great decisions using quality data.
• Take ownership: Deliver on commitments. Be courageous – step up and do what needs to be done.
• Focus on the customer: Know your customer. Build strong relationships and put them at the heart of your decision making.
• Lead change: Lead by example even when things are uncertain. Stay positive for your team.

• Experience of leading and developing high performing teams
• Knowledge of vehicles / Specialist vehicles preferably and or experience and background in the motor industry
• Ability to provide constructive feedback and proactive coaching
• Confident working in a fast paced ever-changing environment
• Able to interrogate data and solve problems effectively
• Excellent verbal and written communication skills
• Strong advocate of the Group values

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!