Customer Operations Manager- Sales High Wycombe, England
Job description
Our Customer Operations Manager – Sales is responsible for the effective day to day running of the Partnerships sales team, ensuring the achievement of all scorecard KPI targets including operational complaints/QA performance, trading performance, people, customer and risk metrics.
How will you do this?
Joining our busy Operations Team, you will partnership with other Customer Operation Managers to deliver exceptional end to end customer journeys through developing engaged and motivated teams whilst delivering to agreed SLA’s.
You will be responsible for supporting the Contact Centre Heads of and other senior stakeholders to develop, communicate and implement plans to continually drive the business towards market leading and to support wider operational goals and ensure excellent cost management.
With the customer at the forefront of your thinking, you will maintain quality service by managing quality service standards. With your analytical mindset, you will constantly analyse data to drive improvements. You drive performance improvements through analysis, leading projects, leading changes, and initiatives with senior stakeholder engagement to implement change within the contact centres and digital journey.
Creating and developing a high performing team of contact centre team leaders, they are consistently successful, delivering satisfactory customer outcomes and promoting positive customer satisfaction. You ensure your contact centre is a centre of operational excellence, making sure that the centre is consistently performing well against agreed KPIs whilst holding responsibility for driving and delivering improvements on the digital journey, using data, MI and strategic thinking to achieve these objectives. You will be accountable for planning and implementing strategic action plans to hit required unit and income targets.
A natural relationship builder, you will develop strong strategic relationships with key stakeholders across the business to support your team objectives. Both a coach and lead, you will also deliver best practice leadership from recruitment to succession planning, always making sure your team have the right training and development to help them succeed.
Working at Atlanta Group
We are a fast-growing, digitally driven, agile broker with a vision to both simplify and improve insurance for customers across the UK and Ireland. Atlanta is home to many brands such as Swinton Insurance, Autonet, Carole Nash, Be Wiser Insurance, Healthy Pets Insurance, Marmalade, Paymentshield Ltd, Safeguard and Lloyd Latchford Group.
At Atlanta, we’re passionate about supporting local charities and making a positive difference in the places where we live and work. Together we’ve raised nearly £300,000 since 2017 with fund-raising activities like our Give Back Days and Operations Giftmas for local causes in our local communities.
Diversity & Inclusion at Atlanta
Atlanta's Diversity & Inclusion network aims to recognise and celebrate all people, with 6 communities working to shine a light on important issues and amplify under-represented voices. Our communities celebrate being your true self, cultural differences, visible and invisible disabilities, gender parity, colleagues of all ages and parents and carers, each striving to empower, enthuse, educate, and inspire people across the wider Atlanta community.
The communities help ensure that our people have an equal voice and support network to strengthen our inclusion across the business, creating an environment where everyone can feel heard, appreciated, and welcome.
How we work
The world has changed how we work – and so have we. That’s why we have already moved into flexible working because we understand that all important balance between work and everything else that happens outside the office. We are flexible to your needs so you can do your best work and have fun whilst doing it.
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