Operations Manager Sawston, England
Job description
Operations Manager
Monday – Friday (8:30 – 17:00pm)
Wickford, Essex / Sawston, Cambridge
£65,000
036 Group Limited is a management company operating in the Retail, Wholesale and Logistic Sectors, providing services such as operations, finance, supply chain, marketing, digital marketing, IT, Tech Support and HR.
036 Group’s Management Team is currently responsible for the strategic direction and execution of White Stores Limited, who were founded in 2005 and soon celebrating 20 years in Business, have 120 members of staff and a £50m+ turnover, Nova Outdoor Living Limited, HWC Logistics Limited, JWH Properties Limited, James Whiteley Limited, Qoob Limited, Condor Lion and Open Door.
We are looking for an enthusiastic, intelligent, dedicated and determined individual to join our Customer Experience Team as Customer Operations Manager. Working directly alongside the Customer Experience Director, you will learn all aspects of not only the Customer Experience Department but all areas of the business – from Finance to Warehousing – to ensure that you understand all of the customer and product journey.
You will be required to manage and mentor a team of seven Supervisors across all of the Customer Experience functions, some 25+ people. This will include Inbound Sales enquiries, After Sales Queries, Logistics tracking / queries, Returns Management, Spare Parts ordering and stock management. Each Supervisor and area will require dedicated support, mentoring, reporting, target management and capacity planning support.
This is a demanding role, especially during peak seasons of April to June, and again, October to December. A flexible and pragmatic approach will need to be taken each day to ensure you have a detailed understanding at all times of each reporting area.
Key duties:
- Team Management – work with the relevant teams on a daily basis to understand all capacity and KPI positions, make decisions where needed to support each team to ensure SLAs are not compromised.
- Develop reporting packages that give current and detailed information regarding the Customer Operations and how each area / individual is performing.
- Understand all financial reporting relating to each of the Customer Experience areas and make financial and commercial decisions to achieve the most appropriate customer outcomes
- Work alongside the Training and Development Manager to develop standard operating procedures that are implemented and monitored and continually reviewed for accuracy
- Work with the Customer Experience Director to develop the overall Customer Experience Strategy and how this can be cascaded to each Supervisor and Team Member
- Work alongside the HR department to manage all aspects in relation to employee management
- Vertically integrate into the team when required to support all areas during peak season or unplanned absence
The Candidate:
- High Level of Confidentiality
- Excellent literacy and numeracy skills
- Excellent computer skills, including Excel and Powerpoint
- Attention to detail
- Ability to work under pressure
- Confident communication skills
- Experience in operational support
- Desire for career progression
Benefits
One of the biggest benefits on offer her at 036 Group Limited, is the opportunity to work with an experienced, intelligent, articulate, dedicated, senior management team who are already defining their careers. The senior management team offer a wealth of knowledge; culturally and professionally.
- A range of regular staff events.
- Employee Assistance Programme
- Christmas Close Down
- Enhanced Overtime Pay over Peak Periods*
- Birthday Gifts
- Staff discounts.
- Study Packages.
- Cycle to work scheme.
Interview Process*
The Interview for this role will be a 2-step process as follows:
- First Stage – Teams Screening Call with HR Director (30 minutes)
- Why have you applied?
- Discuss your experience
- Discuss your successes
- Have you got the passion?
- Why should we employ you?
- Second Stage – Face to Face with Customer Experience Director (1 hour 30 minutes)
- Demonstration of past experience and successes
- Demonstration of passion and drive
- Cultural discussion
- Do you like us?
- Do you like our culture?
- Will you fit well within in the existing team?
*This Interiew process is a guide and may vary.
*Due to the nature of the role, overtime may be required to meet the needs of the business.
Job Type: Full-time
Salary: £65,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Sawston: reliably commute or plan to relocate before starting work (required)
Experience:
- Operations management: 1 year (preferred)
Work Location: In person
Reference ID: OPERATIONSMANAGER
