Our client, a Financial Services company, based in Reading, is currently hiring for a Customer Operations Manager to be responsible for the Contact Centre and Policy Servicing and will report into the Head of Customer Services.

Responsibilities

• Ensuring Customer Service propositions for both advisers and customers is delivered ensuring excellent service continues
• Collaborating with Oversight and Controls Manager to ensure standard operating procedures are reviewed and developed
• Working with the Oversight and Controls Manager to drive down breaches/process errors and implement changes to improve quality
• Managing performance and attendance issues within the team
• Managing the recruitment process through selection, screening and onboarding
• Driving efficiency improvements

Requirements

• Good understanding of industry practices
• Knowledge of contact centre technology
• Understanding of HR policies and procedures
• Previous management/leadership experience
• Confident with excellent communication skills. Ability to communicate with people of all levels

This is a full time, permanent position with the option of going hybrid after the first 3 months.

Please apply online to be considered.