About the role
We are looking for an experienced and communicative 1st Line Operations Manager to join our 1st Line Customer Support team and help us ensure that we are delivering the very best experience to our customers. The remit and focus of the role is to manage, coach, and develop a team of Managers, who are leading the 1st Line Support function . It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a customer focused and a collaborative leader, this is the role for you.
Core responsibilities
- Line manage and coach 1st line Team Leads delivering monthly 1-1’s, yearly performance reviews, and individual development plans to ensure the success of the team
- Own the 1st Line strategy for hiring, training, quality checking, and monitoring performance
- Ensure an outstanding customer experience by using data to inform strategy
- Act as an escalation point for customers where needed and ensure complaints are resolved within service level agreements (SLAs) and the customer is satisfied with the resolution
- Produce some daily, weekly and monthly reporting and MI for the Head of Support
- Work collaboratively with Resource Planning to assist with forecasting and team right sizing
- Be responsible for the relationship with and performance of our outsourcing partners
- Carry out monthly quality calibrations with Team Leads on a sample of tickets giving regular, constructive feedback and coaching
- Work closely with the Partner Team Lead and Senior CSAs to inform our strategy for training and coaching plans
- Lead all second stage interviews for new 1st Line Analysts
- Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costs
- Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed
- Produce recommendations for improving the customer experience and own the implementation and delivery of any initiatives at 1st Line, working closely with Customer Operations where necessary
- Help with managing other teams within Support should the need arise due to absence etc.
- Consistently represent and work in line with company values
- Resolve or refer queries to relevant stakeholders across Arbor as necessary
About you
- 5+ years experience as a Team Lead or Operations Manager in a Customer Service setting
- Able to motivate other leaders of varied levels of knowledge and background
- An outstanding communicator with the ability to disseminate information clearly and effectively with stakeholders of all levels
- Experience setting clear goals/objectives for both individuals and teams
- Confident reporting achievements and challenges faced within the team to the wider business
- Can demonstrate strong commercial awareness
- Passionate commitment to providing high quality customer service
Benefits
- 32 days holiday (plus Bank Holidays)
- Enhanced maternity, adoption and paternity package
- 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
- Private Dental Insurance
- Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)
- Flexible working
- Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
- A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
- Annual volunteering day