Career Opportunities

Position Description

Head of Operations-Sheffield
Location Plusnet Sheffield
Role Code 4530
# of openings 1
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The Head of Operations is part of the Customer Service and Operations directorate, and will lead a team of up to 750 FTE across our in house operations and partners. This individual will ultimately be accountable for the engagement and performance of our front line teams who provide customer service to our:


- Residential customers
- Business customers
- Voice Sales and Service channels
- Digital channels (web chat and social media)

In addition, you will be responsible for leading the operational teams through significant amount of change and be at heart of Plusnet’s growth strategy including a new technology and systems, site expansion system and exploring new ways to recruit and retain the best people……all while ensuring we continue providing market leading customer service.

 

This individual will be responsible for:

  • Leading a team managing end to end customer sales, retention, provision and service queries through our internal and external channels totalling leadership of over 750 advisers

  • Accountable for creating brilliant teams, awesome engagement and the best level of service

  • Manage voice calls, deliver webchat services and SMS messaging services to customers

  • Effectively resolve customer complaints that are escalated

  • Management, support and development of the contact centre staff

  • To manage our strategic partners to deliver the agreed service levels and ensure close co-working between core Plusnet and our partners

  • Ensure that our partners deliver the same great service we expect from our own sites

  • Delivering against key operational and strategic KPI’s in our unique way This individual will be responsible for:

  • Leading a team managing end to end customer sales, retention, provision and service queries through our internal and external channels totalling leadership of over 750 advisers

  • Accountable for creating brilliant teams, awesome engagement and the best level of service

  • Manage voice calls, deliver webchat services and SMS messaging services to customers

  • Effectively resolve customer complaints that are escalated

  • Management, support and development of the contact centre staff

  • To manage our strategic partners to deliver the agreed service levels and ensure close co-working between core Plusnet and our partners

  • Ensure that our partners deliver the same great service we expect from our own sites

  • Delivering against key operational and strategic KPI’s in our unique way

  • Bring the non-operational teams within Plusnet closer to our customers

  • Input into the future sourcing strategy supporting the Plusnet operation

  • Identify ahead of strategic what can be improved for our customers, our people and our bottom line and then engage with the rest of the business to get resolved and realise benefit

  • Work with our commercial teams to ensure our commercial goals are delivered in the right way

  • Champion and develop the Plusnet way of working

  • Establish strategies to recruit, retain and develop the best people and develop a class leading operational employee experience

  • Finding ways to ensure that whilst doing the day job we interact with and give back to the local and national community

  • Landing change in their operation and providing feedback to Change front door on pace of change

     

    Key Skills and Experience

  • Large operational leadership experience with a bias toward frontline engagement and stakeholder management

  • Demonstrate ability to lead high performance, high change organisations whilst removing tension and resistance to change

  • Ability to operate without masses of structure or mature support functions

  • Evidence of fostering an inclusive, developmental environment to bring out the best of people

  • Willingness to get stuck in and work in partnership with their own team and their peers

  • Excellent stakeholder management and ability to both influence and deliver through others

  • Resilience to maintain momentum despite external and internal pressures to deviate from the plan

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