Operations Manager Uk (Remote)

We are seeking an experienced individual to fill the role of Operations Manager. This position requires exceptional leadership skills, a deep understanding of customer service and sales, and the ability to effectively manage teams while overseeing operations within the country. The ideal candidate will have a proven track record of handling escalated customer issues with tact and professionalism, while also driving strategic initiatives to achieve business objectives.

Team Leadership: Lead and manage a team of customer service representatives, ensuring high levels of performance, productivity, and morale.

Escalated Call Management: Handle escalated customer calls and complaints efficiently and effectively, providing resolutions in a timely manner while maintaining a positive customer experience.

Strategic Planning: Implement strategic plans to achieve business objectives and drive growth within the country market.

Operational Oversight: Oversee day-to-day operations within the country, including but not limited to staffing, training, performance management, and process improvements.

Cross-Team Collaboration: Collaborate with other departments, such as sales, marketing, and finance, to ensure alignment and support for overall business goals.

Customer Relationship Management: Build and maintain strong relationships with customers ensuring customer satisfaction and retention.

Performance Analysis: Analyse performance metrics and KPIs to identify areas for improvement

Compliance and Quality Assurance: Ensure compliance with company policies, procedures, and quality standards, as well as regulatory requirements within the country market.

Proven experience in a senior leadership role managing UK clients

Used to managing teams in a fully remote business

Strong communication and interpersonal skills, with the ability to effectively interact with customers, team members, and Directors.

Excellent problem-solving skills and the ability to make sound decisions under pressure.

Demonstrated ability to lead and motivate a team to achieve goals and objectives.

Analytical mindset with the ability to interpret data and metrics to drive business performance.

Knowledge of relevant laws, regulations, and industry standards for UK

A good grasp of technology and IT systems and tools such as CRMs

Preferred candidate has a background in Marketing / Lead Generation

Experienced in handling stage 1 HR issues