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Head of Operations

Ref: AS5302448

Stafford, United Kingdom

£80,000

  • Permanent
  • Expert In Operations Management
  • Customer Retention Specialist
  • Team Development Leader

About the candidate

The candidate is a seasoned operations leader with extensive experience in customer-focused environments, particularly in the breakdown and fleet management sector. They are extremely capable of managing high-pressure support centres, ensuring operational efficiency while promoting a customer-first culture. Their exceptional communication skills and ability to motivate teams have been pivotal in their success in dynamic settings. The candidate thrives using data-driven insights to improve performance, coupled with a proactive approach to team development and strong relationship-building with both internal and external partners. They are well-positioned to lead a 24/7 operation, maintaining exceptional service quality.

What makes them great?

  • Strategic Improvements: Achieved a 30% increase in customer satisfaction ratings through the development and implementation of effective training programs as an Operations Manager for a national breakdown service.
  • Innovative Leadership: Led significant improvements in operational efficiencies and customer relationship management, resulting in a 25% improvement in customer retention during tenure as a Customer Service Supervisor for a regional fleet management company.

Areas of expertise

  • Operations Management: Proven experience in overseeing daily operations of 24/7 support centres, managing stringent SLA requirements and enhancing team performance.
  • Customer Service Leadership: Skilled in driving a customer-centric culture, significantly improving customer satisfaction rates and retention through effective management and strategy implementation.
  • Team Development: Excelling in building and leading teams, creating training programs that boost efficiency and service quality, resulting in increased team performance and engagement.