Operations Manager

Job Type Call Centres
Region Northern England
Location Didsbury
Preferred Hours Full Time
Partnership Level
06
This role is at Partnership Level 6 and includes entitlement to the following additional benefits:
  • Invitation to join the AXA Private Medical Insurance scheme
  • 5 weeks holiday
Further details will be provided at interview and upon successful offer
Closing Date 23/9/2018
Vacancy Type
Permanent
Salary £45,500 -£61,300
Salary Frequency per annum
Hours of Work
35 hours net, includes late nights and weekends on a rota basis. To be discussed at interview.

Duties & Responsibilities

The John Lewis Partnership have a fantastic opportunity to join our thriving Contact Centre in Didsbury. We are seeking an experienced leader to join the team as an Operations Manager on a permanent basis.

Responsible for the day to day operation of your function, you will form part of the Contact Centre Leadership Team and will be responsible for leading, inspiring and motivating a team of Line Managers and their direct reports (circa 150). You will be pivotal in ensuring they unlock their potential, deliver commercial success for the Partnership and meet the needs of our customers.

This is the ideal role for individuals with strong leadership and communication skills, who excel at working in a faced paced environment in an ever changing landscape. It is critical you are able to prioritise, work under pressure and work collaboratively with the other Operations Managers.

Job Requirements

The requirements for this role include, but are not limited to:

- Develop managers and Partners performance through active use of performance and development tools.
- Plan and implement branch manpower and succession plans.
- Consistently maintain the John Lewis brand reputation in the high volume, diverse and complex customer interactions handled by the Contact Centre.
- Challenge and support managers to deliver market leading customer service and operational excellence across the diversity of front line sales.
- Maximise Contact Centre sales by supporting and challenging managers and Partners to consistently deliver on 'Sales Through Service' opportunities.
- Support a culture that delivers a seamless Omni-channel customer experience.
- Develop, implement and regularly review the Contact Centres operating performance to positively contribute to the achievement of the Customer Contact Operating Plan.
- Minimise business risk and loss by managing and developing Partners knowledge of complex and diverse range of John Lewis systems and operational processes

Please see the attached job description for full details relating to this role.

Required essential experience skills and qualifications

- Line management of a large management team.
- Contact Centre Experience.
- Leadership of diverse teams.

Required desirable experience skills and qualifications

- Partnership role.
- Managing and achieving sales budgets.
- Profit and loss account management.
- Retail management experience, managing a team providing customer service.
- Stakeholder management.
- Project implementation.
- Change management

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