Operation Centre Manager

Operation Centre Manager

Havant (40% office-based, 60% remote working)

£45,000

Closing date: 24th June 2022

Interviews: week commencing 4th July 2022

We are looking to recruit an Operation Centre Manager.

At the Hyde Group, our vision is to provide a great home for everyone. Our values guide the way we operate as a business: we’re customer driven, inclusive, collaborative and innovative.

As an Operation Centre Manager you will be responsible for managing the Property Maintenance Operation Centre across two sites (Havant & London) ensuring a consistent, exemplar front line service is delivered to customers with a responsive resolution of enquiries in line with Hyde’s vision, policies and service promise.

You will also manage and develop an operational team to be able to support and cover all the relevant property maintenance work streams.

Duties of an Operation Centre Manager:

• Proactively manage and resolve escalated enquiries in a timely fashion maximising customer satisfaction/experience.
• Maximise customer satisfaction/experience and minimise complaints. Review performance statistics –work closely with Managers to drive up performance. Investigate reasons for poor performance and work with teams to improve this. Develop system reports with the Data Analyst which will identify best practice and poor performance. Proactively work with managers to ensure effective use of Hyde’s contract management system and performance monitoring information.
• Work with the Data Analyst to monitor real time and historical data, analyse that data and take appropriate action to ensure a seamless and continuous service to Hyde’s customers.
• Imbed new IT solutions and implement change in a busy operational environment.
• Monitor performance to ensure the team is meeting/exceeding Key Performance Indicators (KPI’s) and regularly undertake quality monitoring and feedback.
• Work with Managers and support staff to highlight concerns with policies and processes, recommending and facilitating improvements where necessary. Motivate, develop and coach the Team Leaders to provide individuals with access to appropriate training, tools and support in order to deliver the expected levels of service excellence.
• Identify and complete the training needs across the Operational Team to cross skill all staff to ensure cover of all services at Peak times.
• Work closely with Team Leaders, Trade Supervisors and Contracts Managers to ensure that learning from front line staff is shaped with the team and they are fully equipped to deliver an excellent customer service and put mechanisms in place where necessary. Ensure a skills audit is carried out on a quarterly basis and plans put in place to improve performance.
• Work with our recruitment provider and property services team to plan adequately for peaks and troughs in the team.

Candidates are asked to take a short online assessment prior to shortlisting/interview.

We offer a great flexible benefits package, a 35 hour working week, a fantastic pension scheme and the opportunity to work for an organisation whose social purpose is to help provide people with a home.

Diversity and inclusion are integral to the Hyde Group as a social business, and critical in delivering our vision of a great home for everyone. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.