operations manager High Wycombe, England
Job description
An exciting new role to provide operational management to ensure the successful delivery of the Customer Experience objectives across all CSSC departments. This includes the delivering the smooth day to day running of the operation, the successful improvements on members experiences and journeys.
This post will have direct line management responsibilities.
Key Accountabilities
- Co-ordination of the Customer Experience team leaders and managers deliverables to ensure a balanced, smooth and appropriately resourced operation across both the priority and core programmes.
- Deputise for the Head of Customer Experience when required.
- Responsible for delivering an outstanding customer experience for every touch point with CSSC’s members.
- Managing and collaborating cross-departmental to deliver continuous improvement on a member first focus.
- Lead as the subject specialist alongside the CRM developers to plan and manage work/improvements that will improve efficiency of workload inhouse, enhance the member experience and better reporting.
- Using Insight to shape and form the priorities and deliverables of the Customer Experience Department.
- Create detailed reports and analysis of current data and trends to provide accurate information for retention to Executive Team and senior leaders.
Key Skills and Attributes:
Essential:
- Familiarity with all customer experience touch points and business functions within CSSC and their purpose and priorities
- Outstanding communication skills
- Excellent organisational and leadership ability
- Business analysis experience, ideally within a digital setting, working alongside developers, project managers and suppliers.
Desirable:
- A keen interest in current trends and insight into customer experience.
This role can be hybrid but must be present in the office for a minimum of two to three days per week; office days will be agreed in advance with the Head of Customer Experience to ensure appropriate delivery cover.
CSSC is a membership organisation for all civil service and public sector employees supported by 1,200 volunteers. We provide opportunities for our 140,000 members to enjoy fitness and leisure activities as well as over 4,000 ways for them to save money.
We reserve the right to close applications early if we receive a sufficient number of candidates. Therefore early applications are encouraged.
Job Types: Full-time, Permanent
Salary: £42,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
Schedule:
- Monday to Friday
Ability to commute/relocate:
- High Wycombe: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in High Wycombe
About Civil Service Sports Council
CEO: Matt Bazeley
Revenue: Less than $1 million (USD)
Size: 51 to 200 Employees
Type: Non-profit Organisation
Website: www.CSSC.co.uk
Year Founded: 1921
