Duties & Responsibilities

• To lead, manage and motivate the team
• Monitor and maintain service levels to ensure compliance and identify areas for improvement.
• Ensure team targets, service levels and key performance indicators are met, on a daily basis.
• Continuous updating of the policies and procedures for the team
• Drive performance through call and postal monitoring
• Performance management and identifying individual training requirements and implementation and delivery of training plans
• Co-ordinate regular coaching and training for new and existing staff
• Take ownership for resolving day-to-day team issues
• Receive detailed enquiries, qualify, filter and distribute within given boundaries
• Ensure correct forecasting for staffing requirements
• Allocate workloads and resources efficiently to meet customer demands and optimise operational efficiency
• Monitor and analyse data related to operational performance, customer satisfaction, and employee productivity
• Handle escalations from customers, providing timely and effective resolutions to ensure customer satisfaction
• Develop and implement strategies to enhance customer service experience
• Stay updated with industry trends, regulations, and best practices in medical reporting to provide guidance and ensure compliance
• Foster a positive and motivating work environment, encouraging teamwork, collaboration, and employee development

Skills and Knowledge Required:

• A minimum of 5 years previous experience in an Operations Manager role, preferably within the expert reporting industry
• Proven track record of managing and leading teams, with the ability to thrive in a fast-paced and energetic environment
• Strong analytical skills to review and interpret data, identify trends, and make informed decisions
• Excellent problem-solving skills with the ability to address issues promptly and efficiently
• Familiarity with service level agreements (SLAs) and the ability to review, monitor, and improve performance against targets
• Ability to allocate workloads effectively, considering resource availability and customer demands
• Strong communication and interpersonal skills to handle customer escalations and foster positive relationships
• Knowledge of recruitment processes and experience in assessing staffing needs
• Proficient in using relevant software and tools for data analysis, reporting, and team management

Benefits:

• Salary £40,000 – £60,000 depending on experience
• 5 hours per week, Monday to Friday
• Company Pension
• Private Healthcare
• 25 days Annual Leave plus Bank Holidays
• Twice yearly company parties (Summer and Christmas) plus regular office events and charity days