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Head of Customer Operations Manchester, England

Mitie

Full Time Manchester, England 10.56 - 12.04 GBP Today

Job description

Main Duties

To ensure all colleagues are fully motivated in their work, visibly live the corporate values and exhibit the behaviours which enhance the experience of the customers they serve as well as their own work experience.
To embed staff training and learning and development
To ensure appropriate levels of resources are deployed with succession and development plans in place
To recognise and reward individuals and teams who deliver value add and best in class customer service provision.
To oversee activities when the teams are managing critical incidents both internally and externally.
To ensure TSOC Operations meets delivery targets and is recognised as delivering best practice by our customers, suppliers and internal organisation, proactively meeting changes as further customers, contracts, services and systems are brought into TSOC.
To lead and manage the team, delivering Exceptional, Everyday and maximising best value and quality to the services delivered.
To drive excellent performance levels with implementation of Service Improvement Plans ensuring continuous improvement, best practice and innovations are core to our operating model.
To work within contract governance arrangements creating sustainable relationships at all levels and lead on customer satisfaction.
To manage all performance matters effectively to reduce risk of SLA/ KPI breaches and associated service penalties and to protect our reputation with our customers.
To represent TSOC in bid discussions and new client mobilisations and demobilisations, including hosting visitors.
To provide timely and accurate reporting of operational and commercial information in accordance with the agreed governance arrangements.
To feed into service desk risk management processes and systems to deliver the business resilience and service continuity.
To work with internal Mitie external suppliers to provide an integrated and seamless service delivery model to our customers and their stakeholders.
To undertake effective cost management in-line with agreed budgets and maximise opportunities for additional revenue streams and cost savings initiatives.
To actively contribute to the development and growth of the customer experience strategy based upon understanding of customer feedback.
To provide visible and clear leadership on-site, promoting a culture of high-performance and customer focus with an environment of 'change'.

What we are looking for

Visibility to all shifts, given the 24/7 operation
Customer focused ethos with a “Can do and does” attitude
Excellent people communication skills with the ability to manage and develop positive relationships with customers, colleagues and stakeholders
Engaging leadership style, able to relate easily and build credibility at all levels with the ability to manage through influence and willingness to take accountability for their teams' performance.
Ability to make decisions based on key evidence and information
Creates an environment which raises standards of performance and where others can take initiatives for themselves
Uses ideas that have created growth elsewhere
Actively encourages the team to adapt new practices and lead by example
Builds teams on the basis of complementary strengths
Aligns actions to change initiatives and seeks to understand the rationale
Thinks laterally to identify new solutions to business issues
Maintains effective behaviours in the face of setbacks or pressure
A self-motivated leader with the ability to inspire others to maximise their potential.
Passionate about quality and service delivery.
A strong leader who can lead, coach and develop people to ensure an increase in individual performance.
To have a good understanding of process improvement that can improve service, quality, efficiency and cost savings.
To be resilient and calm in high pressure situations.