Operations Support Team Leader

Operations Support Team Leader

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The Operations Support Team Leader’s primary role is in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard.

Key Responsibilities

• Line management of up to 5 Operations Support Specialists:
• Carrying out 121’s & Performance Reviews
• Accurately recording employee absence
• Measuring productivity & quality
• Coaching on performance & behaviours
• Generating & presenting MI Reports
• Demonstrating and encouraging a Think Customer mindset
• Maintaining SOPs (Standard Operating Procedures)
• Running daily stand ups & regular team meetings
• Supporting business and industry-led projects to ensure compliance
• Handling escalated and regulated consumer calls & queries, including liaising with the Ombudsman where applicable
• Delivering role-specific training & feedback (telephony, complaint handling etc)
• Supporting business changes such as implementation of new systems
• Rotating tasks & responsibilities to develop knowledge and resilience within the Operations Department
• Having an intermediate ability on Microsoft Excel
• Working as part of a wider management team to drive collaboration, consistency & best practice

Person Specification

We want individuals who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.

Benefits include:

• Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
• Bonus
• Enhance Pension
• Private Medical Insurance
• Life insurance
• Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
• Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.

This role is a 12 Month Fixed Term Contract