Job description

OPERATIONS MANAGER (NON-VOICE/DIGITAL) - INSURANCE

Our client, a Times Top 30 major UK insurer, is looking for an experienced Operations Manager to join our long-established pet insurance business. Responsible for the Non-Voice (Digital) functions and their transformation, you'll strategically drive future changes to help our client in their mission to become the UK's most innovative Pet Insurance solution provider.

About our client

They're a leading and expanding insurance group who are renowned for their staff reward and recognition and are ranked highly in The Times Top 30 Big Companies to work for. They're a modern and progressive group and pride themselves on their dynamic and agile way of working.

Competitive Salary and benefits package, based on experience

Location: must be commutable at least 2-4 days a week to the office at Lakeside (Cosham)

Key tasks will include but not limited to:

• As Digital Operations Manager you will be responsible for improving the experience of customers using non-voice channels into the business
• You will improve our digital proposition that currently exists into our call centre to meet changing business demands and drive an excellent customer experience
• Design and deliver a seamless customer experience creating a true Omni channel framework, this will include contact channels such as live chat, website interactions, email contact and IVR routing
• Identify resource requirements and create and implement an operating strategy that supports the future needs of the business
• Create compelling business cases to justify change projects and initiatives and be able to articulate the benefits to gain buy in from various stakeholders
• Seek new opportunities and make it your main objective to fix any processes that will drive poor customer experience or inefficiency

What you'll need to be successful in the role?

• Strong understanding of digital trends, customer experience and operational improvement within a call centre environment
• Experience of delivering a recent digital improvement program in a similar industry to deliver an Omnichannel offering
• Data savvy with a can-do attitude and want to actively make a difference to the customer experience
• Ability to work collaboratively with multiple teams and key stakeholders including senior managers
• Track user experience and feedback, report and present to senior managers and stakeholders on findings and any improvement plans
• Manage other aspects of the call centre's daily operation meeting current objectives
• An experienced leader and coach who is not afraid to effect change or challenge current thinking

What we offer in return?

• A collaborative and fast paced work environment
• 28 days annual leave plus of Bank Holidays
• Health Cash Plan
• Onsite free car parking
• Free shuttle bus from central locations in Portsmouth to the office
• Beautiful, modern office facility in Lakeside that offers Wellness Wednesday and Street food Thursdays!