Head of Operations
il y a 1 mois
**About You**:
Fixter is looking for a highly motivated, results-oriented and ambitious Operations leader to help achieve our bold growth ambition of delivering an incredible experience for our customers.
This role is ideal for those who have spent a number of years in the depths of Operations, have led a Customer Service team and you have been or aspire to be the Head of Operations at a company in the future. You’ve a proven track record of success in diving into the KPIs of the business and then executing your plans to positively impact them. You have been an inspirational leader to your team and are able to motivate them to deliver quality outcomes that are both innovative and responsive.
**About the role**:
Within Operations we have 3 functions: Customer Service, Garage Supply and Drivers. The role involves overall accountability for the operational performance of the customer service teams in France and the UK. Your experience with Operations means that you could ultimately lead our Garage Supply and Driver functions.
Your teams deal with the typical standard customer queries but they also have the additional responsibility such as allocating bookings to drivers and garages and upselling work to customers. The Head of Operations will oversee strategic and operational plans to deliver our vision and ensure the delivery of exceptional service to our Customers. By working closely with our Marketing and Product teams, you’ll ensure that all teams are aligned to drive effective Growth for Fixter.
Main responsibilities
- Lead the customer service teams to deliver results in terms of Customer Satisfaction, Response times and other KPI’s
- Ensure that the Customer Service team with revenue responsibilities hit the revenue targets of the business and provide fair pricing to our customers
- Help standardise our processes in areas such as : issues escalation, training opportunities, sales techniques, communication, feedback etc.
- Quality assessment of the team to make sure we are delivery a great service
- You will identify improvements to processes, help implement new tools and train the team on new updates to our systems
- Be a bridge between the Marketing and Product teams to ensure we provide feedback on how Operations can scale effectively
- Develop and encourage a culture of continuous improvement across sites with clear objectives outlined and delivered
- Help evolve the customer journey process and satisfaction from pre-booking to post-booking
**Qualifications**:
- Keen eye for process with the ability to review, streamline and optimise both quality and efficiency of process
- Experience in managing a customer service team with working in a call centre a plus
- In-depth knowledge of operations and how to manage complex operations
- Excellent people management skills with the ability to motivate teams and to support their personal development to ensure they continue to excel in their roles
- Strong interpersonal and communication skills
- Good decision making and problem-solving skills
- Strong skills in extracting data and analysing data
- Experience in managing teams in multiple markets is a plus
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