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    Customer Service Operations Manager - Sheffield, United Kingdom - Serco Limited

    Serco Limited
    Serco Limited Sheffield, United Kingdom

    2 weeks ago

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    Description
    Customer Services Operations Manager

    Location:
    Hybrid - Liverpool, Sheffield, West Bromwich and Northern Ireland
    Serco is one of the leading public sector providers of customer services.

    We pride ourselves on delivering high quality services, often supporting some of the most vulnerable people in our society - and as one of our Customer Service Operation Managers you'll ensure that we continue to deliver this incredibly important work to our client and end users.

    You'll oversee a team of 7-10 home-based Team Managers with overall responsibility for up to 250 home-based Customer Services Advisors.

    Using your previouspeople management and leadership skills, you will lead and manage the team to ensure that the requirements of the contract are met, this will include monitoring the performance of KPIs, efficiency, effectiveness, contractual SLAs and Service outcomes.

    You'll be the first point of contact for the client around the day-to-day operational performance.

    In return we offer the opportunity to be a part of our special people-driven culture - where our diverse and caring workforce support not just each other but the wider community that relies on our services.

    First and foremost, you'll need to have excellent people management & leaderships skills, ideally gained in a customer service or call centre environment.

    You'll naturally have the ability to lead and work as part of a team, supporting your colleagues and promoting an excellent team spirit and ensure that theworkplace is inclusive, engaging and fulfilling for all our people.

    Customer and commercially focused, you'll be a performance driven with a desire to deliver excellent customer service.

    Ideally you will have previous experience in managing/leading a large remote team, but moreover you should have excellent communication skills and be fully comfortable working on Microsoft Office and other software.

    Competitive salary
    Thechance to make a positive difference to public sector services
    A company passionate about diversity and inclusion
    About Serco

    At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.

    We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services.

    We are innovators, committed to redesigning and improving public services for the benefit of everyone.

    By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks).

    Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

    At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leaderemployers and holder of the Silver Inclusive Employer Standard. For help with your application please contact

    At Serco we support fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to thenature of the role and the security clearance required).

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