Operations Manager

Interv_l are working with a fast growing B2B energy supplier who specialise in supporting SME's. Were are looking for an Ops Manager who can come in lead the Team, you'll be looking after the customer and and operational aspects of the business. What you'll be doing Lead and support the customer service and operations teams by providing guidance and promoting a culture of collaboration and motivation. Design and implement training programs to facilitate skill development and team growth. Set and track key performance indicators (KPIs) to evaluate and improve service delivery. Deliver consistent performance feedback and develop strategies to ensure the team meets and exceeds targets. Create scalable operational and customer service strategies that align with the company’s growth objectives. Partner with HR to recruit, onboard, and train new hires as the team grows. Prepare and present operational performance reports to senior leadership, offering actionable insights on service trends and customer satisfaction. Utilize data analysis to uncover areas for process optimization and enhancements to the customer experience. Identify and address inefficiencies by collaborating with cross-functional teams to streamline workflows. Develop and refine processes to improve communication and ensure effective resolution of customer issues. Foster a customer-centric mindset within the team, leveraging feedback to drive continuous improvement. Handle escalated customer concerns promptly and professionally, ensuring exceptional satisfaction levels. What you'll need Extensive experience in managing operations or customer service, preferably within a B2B setting. Strong leadership abilities and strategic planning expertise, with a history of meeting and exceeding performance goals. Proficient in data analysis, using insights to inform decisions and drive continuous improvements. Exceptional communication and interpersonal skills, capable of cultivating a supportive and engaged team environment. Proven track record of scaling and enhancing operational processes for increased efficiency.

Location: Newcastle Upon Tyne, GB

Posted Date: 1/30/2025