Contact Centre Operations Manager Saint Ives, East of England, England
Job description
Contact Centre Operations Manager
£35,000 - £45,000 per annum
Based in our St Ives Officer 5 days per week
About Us
Elogs, part of Marlowe Software Risk and Compliance are looking for a confident individual to join us in a brand new Contact Centre Manager role. If you haven’t heard about us before, we are part of the larger Marlowe SRC group, specialising in Risk Mitigation for businesses across the country. We manage property through the power of people and technology, giving our customers the freedom to unlock the potential of their assets.
Our CAFM and Service Desk solution gives clients total visibility of their supply chain, aids compliance and ensures services are delivered to a consistently high standard. Our software is used by some of the world’s largest managing agents, in over 20,000 properties across the UK and Europe.
About the Role
This is a brand new role within Elogs and is critical to the growth and success of the division as a whole. This is a fantastic opportunity for someone who loves variety, as you’ll have responsibility for managing operations across the Contact Centre including People, Client Operations, Internal Operations and Processes and Procedures.
Our people are our greatest assets, so People management is a big part of this role. It’s important to us that you’ll maintain open and honest channels at all levels to continue our best in class information sharing. You’ll have autonomy over resource planning to maximise productivity, ensuring we’ve got the right people in the right place, at the right time. You’ll continuously review management information across the service desk, implementing ideas for improvements to admin, training and technical support. You’ll evaluate performance using key metrics, conducting 121s and Annual Reviews and providing Coaching and Development opportunities across the service desk.
You’ll get involved with Client Operations too, assisting with Customer Mobilisation as and when required and providing support for internal systems. You’ll aid creation of the internal infrastructure for new customers, as well as attending customer meetings as an Operations representative, both pre and post sales.
You’ll be at the heart of our internal operations and will become an Elogs product champion in no time. This knowledge will empower you to produce new and engaging training materials and knowledgebase guides for use across the Service Desk, as well as managing escalated Client queries and complaints. You’ll also have opportunity to meet with our Product Managers to contribute towards product development direction, as well as negotiating with third party contractors!
You’ll have ownership of processes and procedures across the service desk, which you will review and enhance to ensure that we continue to deliver consistently great customer service. You’ll take a data based approach using information such as system and service desk statistics to identify trends and pain points, and use this information to propose new and innovative improvements
About You
We’d love to fill this role with an ambitious individual with a commercial focus. You’ll need to be able to work on your own initiative and a have a pro-active approach to problem solving for our clients. We’re committed to giving our Clients first-class customer service, so we’d love for you to have the same passion towards customer Service as we do.
This role is heavily people focused and will involve a lot of interaction with colleagues and clients, so exceptional communication skills are pivotal to this role. We’ve been able to hold our own in the market by always doing business with integrity; that’s what makes us really stand out. We want to grow our team with an individual who’ll continue these values; you’ll need to be honest, trustworthy and work with integrity at all times.
We’d be thrilled to see that you’ve got experience in Client Management and complex B2B operational processes, as this will give you a huge advantage in this role. Bonus points if you’ve got experience of working in a start up, SaaS or technology related environment!
Why work for us?
People are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired and we commit to supporting you every step of the way. Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.
When you join our division, not only is it a collaborative and rewarding place to work, but you are also joining people who care, support and champion personal development. Due to continued success and growth, you have the opportunity to be a part of our journey.
Job Type: Full-time
Salary: £35,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Sick pay
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- St. Ives: reliably commute or plan to relocate before starting work (required)
Experience:
- People Management: 1 year (preferred)
Work Location: In person
