Operations Manager

Up to £45,000 depending on experiences + 27 days holiday + bonus + pension + free gym onsite

Malmesbury

Description

As Dyson grows we are looking for new people to join our growing teams, We are currently recruiting for a Operation Manager in our Customer Service department.


You would own the development and delivery of World Class Customer Service by phone, email, chat and other channels. Increasing the profitability of the department by maximising sales revenue, unlocking efficiency and driving cost avoidance. Ensuring that any experience of Dyson Customer Service through the Contact Centre enhances brand advocacy, loyalty and leads to Dyson repurchase.

Market Overview

Nestled in the Cotswolds close to landmarks of the revolutionary Victorian engineer Brunel, Dyson GB&I&N shares offices and has close links with Dyson HQ. In fact, many of our people progress into roles within the global team.
 
As Dyson’s most established market, GB&I&N provides unique challenges to our growth. We thrive on confronting these head on: developing new categories, stronger claims, more targeted marketing and more engaging retail environments to fight off tough competition. It builds great camaraderie and cross-team support – and motivates us to set increasingly ambitious targets.

Function Overview

Our Customer Service team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.
 
Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities

Lead and develop a team of Team Managers

  • Engage and inspire Team Managers to ensure they understand and are bought into deliver against the Contact Centre Vision. Lead them to actively drive the performance of their teams, whether quality, efficiency or sales. Ensure that Team Managers provide a consistent approach to coaching, leading and managing their teams and individuals, in line with best practice.

  • Act as a role model to the Team Managers to create and reinforce a proactive, positive, professional and respectful culture across the Contact Centre. Coach them on best practice in line with company processes to develop them as managers of people.

  • Ensure that the Team Managers have meaningful personal development plans in place to identify development opportunities and ensure these are reviewed regularly with the individual.

 Ensure effective behavior's are demonstrated and that KPIs are met and exceeded:

  • Motivate and develop Team Managers to provide a consistent, best practice approach to dealing with Dyson Owners. Ensuring each Advisor adjusts their style to engage their audience and provide the best possible resolution, balancing business and owner needs and spotting opportunities to discuss Dyson technology.

  • Regularly review and evolve behavioral expectations and KPIs with the CCM and peers to deliver the best result for Dyson and our owners whilst engaging team members through stretching but achievable expectations.

  • Monitor and develop the overall sales capability of the Team Managers. Identifying skill gaps and opportunities to increase conversion rates whilst improving product mix, whilst ensuring the customer gets the right product for them.

  • Hold moderation meetings with Team Managers to ensure that quality monitoring, performance reviews and grading are delivered accurately, effectively and on time.

  • Ensure that performance levels are driven through the Team Managers through regular team and 1:1 sessions to review their team performance, identify issues and discuss solutions. Supporting incentive programs to motivate and retain high performers.


Ensure that your operational team operates efficiently and effectively:

  • Analyse performance from systems data, sales data, quality monitoring, owner feedback, NPS and benchmarking results to agree targets with the CCM and peers for quality, sales and efficiency. Regularly liaise with stakeholders to evaluate and redesign processes to support targets and the overall performance.

  • Work with Team Managers and Resource Planning to ensure retention and recruitment targets are met. Regularly review working patterns and volumes to optimise performance. Identify alternative resource models to ensure resources are effectively utilised to support the changing needs of the business. Liaise with Key Stakeholders to ensure best practice is followed.

  • Support Resource and Planning to ensure that day to day resourcing needs are met. Ensure contingency plans are in place to minimise adverse impact on the day to day productivity of the Contact Centre, providing regular updates to the CCM.

  • Work with Sales Training to ensure that the right strategy is in place to reach and exceed each successive target. Ensuring that training materials are relevant and effective in order to gain the buy-in and secure the engagement of both the Management Team and the Advisors.

  • Regularly review and agree processes with the CCM. Document processes to provide clear structure for all members of the team. Communicate processes and procedures effectively to ensure full understanding, enabling SLAs to be met and exceeded.

 

Develop the Contact Centre to Be the Best:

  • Identify areas for improvement and think outside of the box to design solutions. Recommend improvements to key stakeholders, demonstrating sound rationale, an understanding of the implications and steps that can be taken to mitigate any risks. 

  • Highlight trends in owner feedback to relevant stakeholders and recommend appropriate actions. Champion owner experience to address issues and anticipate changing expectations. Provide sufficient evidence and sound analysis to support recommendations.  

  • Ensuring meaningful PDPs are in place across the team to enhance skill sets. Spot talent and develop it for the benefit of Customer Service and the wider business. Work with Training to identify training needs and ensure relevant courses are designed and attended.

Influence colleagues and support initiatives

  • Provide continuity by deputising for the CCM as needed. Support the CCM in recruitment, with communications, reporting and ad-hoc projects as requested. Build confidence in the Contact Centre and wider Customer Service team through your representation.

  • Effectively communicate and build relationships with other departments in the execution of initiatives and cross-functional working.

  • Champion change initiatives across Customer Service. Act as a role model to peers actively supporting colleagues and sharing best practice. Lead from the front.

  • Be proficient in the handling of employee relations issues to ensure that any escalated issues are handled efficiently.


Skills

Experience
  • Proven experience in a customer service orientated environment
  • Proven experience at Team Leader/Team Management position

Skills

  • Competent use of Microsoft office
  • Excellent attention to detail, problem solving, prioritization and delegation
  • Understanding of the standard working practices of a Contact Centre

Competencies

  • Strong focus on driving productivity and achievement of KPIs
  • Excellent communication skills
  • Ability to work under pressure
  • Strong coaching, development, motivation and people management skills
  • Professional approach
  • Proactive with a drive for results
  • Excellent decision making ability

Benefits Overview

Dyson offers competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, 27 days holiday plus bank holidays and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

Posted: 19-Oct-2017

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