Operations Centre Manager

Havant (40% office based, 60% remote)

£41,700 to £52,860

REC02303

We are looking to recruit an Operations Centre Manager.

At the Hyde Group, we see a future that creates a great home for everyone. We are a leading provider of affordable homes. We are doers - professional, ambitious, and open. Together, our values reflect an organisation built on a culture of achievement.

As an Operations Centre Manager, you will be required to responsible for managing the Property Maintenance Operation Centre across two sites (Havant & London) ensuring a consistent, exemplar front line service is delivered to customers with a responsive resolution of enquiries in line with Hyde's vision, policies and service promise.

You will also manage and develop an operational team to be able to support and cover all the relevant property maintenance work streams.

Duties of an Operations Centre Manager:

Manage, monitor and motivate the operational team to provide a responsive, excellent, customer focused and efficient service to all of Hyde's customers.
Proactively manage and resolve escalated enquiries in a timely fashion maximising customer satisfaction/experience.
Maximise customer satisfaction/experience and minimise complaints. Review performance statistics - work closely with Managers to drive up performance.
Work with the Data Analyst to monitor real time and historical data, analyse that data and take appropriate action to ensure a seamless and continuous service to Hyde's customers.
Monitor performance to ensure the team is meeting/exceeding Key Performance Indicators (KPI's) and regularly undertake quality monitoring and feedback.
Monitor and manage resources for the Operational Centre Team.
Work with Managers and support staff to highlight concerns with policies and processes, recommending and facilitating improvements where necessary.
Motivate, develop and coach the Team Leaders to provide individuals with access to appropriate training, tools and support in order to deliver the expected levels of service excellence.

Candidates must have team management experience ideally within an Operations role.

We offer an award-winning flexible benefits package, a 35 hour working week, a fantastic pension scheme and the opportunity to work for an organisation whose social purpose is to help provide people with a home.

Diversity and inclusion are integral to the Hyde Group as a social business, and critical in delivering our vision of a great home for everyone. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we're committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.

Guidant Global is acting as an Employment Agency in relation to this vacancy.