Operations Lead
Domestic & General
full-time
Posted on:
Location Type: Hybrid
Location: Brighton • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Leading a team of circa 20 agents and 2 Performance Coaches
- Taking customer calls to help support with queries, sales, complaints, repairs and account changes
- Measured on range of Key Performance Indicators including Sales Conversion, Team Quality Assurance, Customer Satisfaction, Average Handling Time, Absence Management, Retention, and Engagement
- Creating highly engaged teams to deliver outstanding business performance while fostering a great employee experience
Requirements
- Experience within the Sales and Customer Service
- Experience in leading, coaching and managing successful sales team, demonstrating the ability to land continued growth and continued motivation of your direct reports
- Have the ability to flex and remain agile in the face of change
- Understand the customer need and how we can continually improve their journey, as well as, helping our front line agents to enjoy and grow in the role
Benefits
- Comprehensive training with clearly defined career progression opportunities
- 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more
- Unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services: Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Discounted gym membership, online virtual workout sessions, online culinary classes
- Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help
- Specialist advice and support on issues such as finance, relationships, illness and family issues
- One free Domestic & General protection plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Sales ConversionTeam Quality AssuranceCustomer SatisfactionAverage Handling TimeAbsence ManagementRetentionEngagement
Soft skills
leadershipcoachingteam managementagilitycustomer focusemployee engagement