Operations Manager

Job Title: Operations Manager

Hours: 37.5 hours Monday to Friday

Salary: 28K – 35K

Department: Operations

Location: Liverpool City Centre

As the UK’s leading provider of industrial disease medical reporting, MLA is renowned for exceptional service delivery bringing over twenty years’ experience to each and every report produced.

Working together with the most eminent industrial disease law firms and having extremely close links with its unrivalled panel of medical experts, MLA’s bespoke service caters to the exact needs of its customers, setting the benchmark for industrial disease reporting throughout the rest of the industry.

We are seeking an outgoing and enthusiastic candidate to manage the Operations Department, in our busy city centre office. This is an excellent opportunity for a highly motivated and ambitious person.

The Role:

This is an excellent opportunity for a creative and ambitious person to inspire our Operations Department, providing leadership towards the achievement of maximum efficiency in line with company vision and values. Reporting directly to the Head of Operations, the role is required to essentially lead, manage and motivate the Team Leaders within the Operations Department to provide a first class service to all customers. 

Key Tasks and Responsibilities

• To lead, manage and motivate the teams
• Monitor and maintain service levels 
• Ensure Team Leaders and 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
• Provide support and assistance for Team Leaders to help and develop their skills and knowledge
• 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
• Advise the Head of Operations, on issues such as Team Leader and staff development, training, overtime, targets, service levels, productivity etc
• Identify improvements where necessary and make recommendations on solutions
• Hold regular meetings to ensure effective communications to the department
• Leads by example in areas of leadership and integrity, steadiness under pressure, commitment, time management, corporate responsibility and ethics

The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope of the post. All employees are required to be professional, co-operative and flexible in line with the needs of the post

Able to demonstrate

• excellent and confident telephone manner
• excellent organisational skills
• an outgoing personality, conscientious with an eye for detail and an eagerness to learn
• an ability to motivate other
• an ability to multi-task effectively through accurate planning, prioritisation and utilisation of own time and that of the teams
• a willingness to be flexible dependent upon the demands of the business dynamics
• an ability to work under pressure

Person specification and attributes

• 3 year management experience preferred, but not essential
• Knowledge of Legal or Insurance background desirable
• Be computer proficient, particularly on office systems & Microsoft office
• Excellent communication skills
• Ability to self-motivate
• Good time management and organisation skil

Working Hours

• Standard Monday to Friday
• 37.5 hours per week

Package

• Salary  £28K to £35K depending upon experience
• 25 days holiday per annum
• Private healthcare after qualifying period
• Auto enrolment pension scheme