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Operations Manager

Hays Specialist Recruitment Limited
40000.00 - 45000.00 GBP Annual
Closing date
20 May 2024

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Office / Support / Secretarial
Contract Type
Full Time
Job Function

Operations Manager

As the Operations Manager, you will hold a critical role in the call centre, overseeing complaints. Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.Location North Staffordshire/South CheshireResponsibilities:

  • Collaborate with stakeholders and clients to enhance organisational processes, focusing on quality, productivity, and efficiency.
  • Ensure compliance with FCA and TCF regulations.
  • Lead and motivate the team by setting clear performance expectations.
  • Regularly review individual and team progress and take proactive measures to address performance gaps.
  • Manage client relationships at an operational level, coordinating information requests and timely delivery.
  • ? Explore ways to improve claim handling quality and processes, aiming to boost customer experience and NPS scores.
  • ? Plan, execute, and communicate contact centre strategies and campaign performance aligned with broader business needs.
  • Own the feedback process and analyse data to drive improvements.
  • Uphold our data protection and information security policies and procedures.
  • Foster open and honest two-way communication, ensuring key messages are disseminated.


  • ? Relevant experience in a similar position in a contact centre environment
  • ? Demonstrated skills in proactive leadership, particularly in developing and motivating a call centre team.
  • Highly collaborative, resilient, determined, and confident.
  • A proven track record of , especially within the contact centre.
  • A focus on results and commercial awareness.
  • Ability to think creatively to solve challenges.
  • Proficiency in FCA regulations, with the ability to mentor and educate others on this topic.
  • Strong knowledge of reporting, analysis, and trend spotting across all business areas.
  • A proactive mindset with a sharp focus on process improvement.


  • Annual salary of GBP40K - GBP45K.
  • Private Medical Insurance.
  • ? Company Pension Scheme.
  • ? Additional perks, discounts, and offers.

- Experience in a contact centre environment- Experience in a highly regulated environment. If this is you, call or email make for a further conversation.

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