DRS Operations Manager
Our highly successful, established and expanding Wirral based client is seeking a Dispute Resolution Operations Manager to join their team. You will be working in modern, prestigious offices with an extensive employee benefits list including 25 days holiday, contributory pension, on-site gym and exercise facilities, employee awards process - making this business a great "employer of choice"!!Working hours Monday-Friday 9.00-5.00pm - 1 hour lunch - 35 hour week.
Reporting to the National Operations Director, your role will be to manage the internal administration of the Company's DRS Department to provide and supervise a professional customer focused administration service, ensuring that the most effective processes are followed at all times and that the customers’ needs are not just consistently met, but exceeded.
Overview of Responsibilities
To assist the National Operations Director by organising the operational processes and performance for quality results.
Manage, Motivate and provide all round support to your team members.
To report on a range of key Management Information (MI) on a regular and ad hoc basis, analysing trends, highlighting issues and recommending improvements for the Warranty/ DRS Department (incl. Management. Reports, Objectives, etc.).
Investigate customer queries, produce time lines of facts and suggest solutions.
To liaise and gather the required information which cross internal departments to ensure customer service is met and the solution is given to the clients.
To manage the daily work load of the team, ensuring all incoming enquires via email/phone/tasks are accurately allocated and dealt with within KPI.
To manage the monthly targets and complete 1-2-1’s for each member of the team, ensuring they are fully aware of their role within the team. All KPI’s are met and shortfalls are handled accordingly.
To maintain and update relevant databases as required, ensuring total accuracy
Support and drive 'ad-hoc’ tasks which may be related to existing product or service improvement, or new product or service development/implementation.
Undertake any other duties as reasonably required
To ensure compliance with FCA and other relevant regulations as necessary, and company procedures
Experience / Skills
Excellent knowledge, understanding and experience of Customer Services
Experience of working within an administration team, operating similar processes and systems
Good verbal and written Communication skills
High level of interpersonal skills, with an ability to deal with people at all levels
Demonstrable ability to use own initiative and flexible in personal approach
Experience of Relationship Management
Training development and delivery skills
Problem solving experience
Ability to motivate self and mentor others
If you feel you have the relevant skills and are interested, please forward a copy of your CV.
If you haven't heard from us within 1 week, please assume your application has been unsuccessful.