Job Description
Are you a Senior Operations Manager with experience in Quality and Training? If you are looking for a hybrid role working core office hours, this may be the role for you!
Location: Bristol, Bradley Stoke
Contract type: Permanent, 35 hours
Salary: £38,727.72 - £42,600.51 (dependant on experience)
Closing date: 4th August 2023 (midnight GMT). Interviews may take place before this date for exceptional candidates.
Interviews will be held on Wednesday, 9th August 2023 for shortlisted candidates.
About MSI UK
At MSI UK, we know that our most valuable asset is our people, and our success depends on our ability to do things well and enjoy what we do, as we provide the best possible care and support to our clients.
Being one of the world’s leading providers of sexual and reproductive healthcare, we have a simple vision: to empower clients to make the reproductive choices that are right for them. Only when choice is a reality for each of us, can we create a better, more equal world for everyone.
Our client-centred care philosophy means respecting our clients as active partners in their own service, caring about who our clients are, their experiences, and how they feel before, during and after they access care with us.
About the Role
We are seeking a highly skilled and experienced Senior Operations Manager to join our Silver Award Winner National Contact Centre of the Year Contact Centre that delivers outstanding healthcare support.
As a Senior Operations Manager, you will share responsibility for overseeing and managing all operations within our omni-channel Contact Centre and its associated hubs. With over 200 team members, our contact centre encompasses various teams and specialist client care co-ordinators (agents) that cover the omni channels: inbound and outbound calls, emails, live chat, administration team, test results, clinical nurses and safeguarding team.
We are looking for someone with passion and quality experience to lead on and be accountable for the quality, training and compliance of the contact centre. In this role, you will have the opportunity to lead and manage the day-to-day operations, as well as shape the long-term service delivery and performance objectives across multiple contact centre teams. Your primary goal will be to ensure that we consistently meet our service level agreements whilst operating a quality and client centred service. Moreover, you will play a crucial role in maintaining a high-quality service for both our clients and employees.
The key responsibilities for the role are:
- Support in overseeing and managing the operations of the multi-channel Contact Centre department and its mini hubs.
- Lead and manage the Contact Centre quality and training department ensuring the achievement of performance objectives.
- Develop and review training content to optimise efficiency and effectiveness in meeting service level agreements.
- Monitor key performance metrics, providing recommendations for improvement.
- Collaborate with various stakeholders to identify and address training requirements.
- Conduct audits to assess compliance with internal processes and regulatory standards.
- Prepare and deliver quality reports, identifying areas of improvement and implementing corrective actions.
- Foster employee engagement and maintain a positive work environment.
If you are a motivated and results-driven individual with a passion for operational excellence in a contact centre environment, we invite you to join our team. This is an exciting opportunity to make a significant impact on our organisation and contribute to the success of our clients and employees.
About Our Benefits Package
Financial
- Achievable opportunities for salary progression
- Market leading Aviva pension provider (up to 5% employer contribution)
- Over 4,000 perks and discounts through Blue Light card
- Up to £1000 salary sacrifice to purchase a bike tax free (including safety equipment)
- Up to £7000 annual season ticket loan for use on public transport
- Annual contribution towards eye test and glasses
Wellbeing
- Access to Employee Assistance Programme and Doctor Line through Westfield Health – 24/7 access to a GP over the phone who can prescribe
- Accredited Mental Health First Aiders to support employees
- Competitive family friendly benefits to support your family and working life
- Potential for flexible working
- We celebrate our colleagues through our national Employee Recognition Programme
Personal Development
- Great opportunities to progress within the organisation
- Paid training provided to ensure you are fully equipped to perform within your role and beyond
- Develop your skills through an accredited apprenticeship programme
- Training and Development learning agreements available
We’re proud to be a disability confident level two equal opportunities employer and give equal consideration to all qualified applicants without regard to race, ethnicity, religion, gender, gender identity / expression, sexual orientation, national origin, disability, or age.
MSI UK is committed to safeguarding: promoting the welfare and safety of everyone involved in the delivery or receipt of sexual and reproductive health services, especially children, young people and vulnerable adults.
We consider applications as we receive them and reserve the right to close adverts early where we have received a sufficient number of applications. If you feel this is the role for you, why not apply now to ensure you're considered for this role?
For more information about the role, please view the job description.
Job Types: Full-time, Permanent
Salary: £38,727.83-£42,600.51 per year
Benefits:
- Company pension
- Cycle to work scheme
- Referral programme
- Work from home
Schedule:
Application question(s):
- 'MSI Reproductive Choices' pro-choice statement and mission is 'children by choice, not by chance.' In a few words please give a few thoughts around the pro-choice statement and your views on abortion.'
- Are you either a British or Irish National, European Union (EU) or do you have Right to work status in the UK?
- Do you have 2+ years of leading a quality and training department or experience in a compliance regulatory industry?
Work Location: Hybrid remote in Bristol
Application deadline: 05/08/2023
Reference ID: 139788
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