Head of Operations - North Ferriby, United Kingdom - Tes Global

Tes Global
Tes Global
Verified Company
North Ferriby, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Job Title Head of Operations


Department:
Customer Operations


Reporting to:
Operations Director

Our Vision

We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.

The company

With more than 13.7m education professionals and enthusiasts in our online community using over 900k classroom resources and working relationships with 25,000 schools in over 100 countries we have the scale to make a difference.

Our innovative products and services are delivered through a range of partners across the globe.

We help schools find the teachers they need; we bring new teachers into the profession through initial teacher training; we provide teachers with continuous professional development and help educators with safeguarding training and compliance.

We provide innovative tools to help teachers succeed in the classroom as well as bring educators together online so they can share expertise and provide them with vital news and information about education.

We are diverse, we come from different backgrounds and different countries. We are teachers, journalists, designers, technologists, sales people, events managers, software engineers and more. Together, we are socially engaged and united by our passion to support educators, schools and students.
We're committed to providing an inclusive and engaging workplace where everyone's contribution is valued. We believe that a diverse organisation makes us stronger. If you share our vision and would like to join our team, please see our latest job opportunities.

Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin or on the basis of disability.

We invite applicants to contact us directly to identify any additional support required.


Basic scope and primary objectives:


We are looking for a Head of Hull Operations, who will lead and manage performance and people across all of our Hull customer operations.

Your key objective is to manage and continually improve the customer experience for all Edupay and BPS customers.

EduPay and BPS are both specialist products in the education marketplace, providing Payroll, HR and Budget Planning solutions to over 4000 schools and academies nationally.

EduPay is an award winning payroll software built specifically for the education sector.


Success will be measured through:


  • Delivery against defined KPIs and SLA's
  • Strong leadership and performance management of Team Managers and all advisors
  • Net promoter score (40+)
  • Successful implementation of operational improvements and process changes
  • Delivery of high Staff engagement and development


You will take full ownership for the Customer Operational teams at our site at North Ferriby, including but not limited to service delivery, personnel management and customer experience.

Superb interpersonal and leadership skills are vital to the success of this role.

We require a very experienced and dynamic leader who thrives on pace and change and has a strong track record of delivery and high performance.

Our values are important to us and the person who we recruit for this role must share our sentiments and ethos.


Key role responsibilities:


  • Lead all operational teams within the site managing the whole customer journey from point of sale onwards
  • Been the operational expert and leader, setting the standard across the operation in both behaviours and product knowledge
  • Drive superb customer experience through all people within the operation, ensuring our customers are delighted with the service and product
  • Deliver consistently against a clear set of objectives and KPI's across all customer metrics, ensuring service levels are met and customer experience is exceptional
  • Deliver consistent high levels of productivity throughout all advisors across the site, maximising efficiency
  • Demonstrate confidence and experience in delivering change and continuous improvement
  • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company's needs.
  • Be an advocate and leader of excellent customer experience, technical support, onboarding and training for all Edupay and BPS customers
  • Minimise customer churn by implementing and maintaining procedures to proactively handle retention
Implement processes to effectively identify and handle complaints to successful resolution.

  • Identify gaps in the products, system, strategy and look to make improvements or effectively communicate these to key business stakeholders.
  • Support the analysis of MI data, customer surveys and all other forms of feedback for continuous and demonstrable improvement.
  • Responsible for delivering a world class NPS (Net Promotor Score) score on the back of all customer interactions
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