Operations and Engagement Manager

We're the go-to experts in top-notch Health and Safety and HR Compliance eLearning. Quality, creativity, and simplicity are our core strengths. With a track record of 15 million+ training sessions over 15 years, we're not just growing; Join us now and lead the charge in our high-octane Commercial Sales team.
We offer colleagues and clients an opportunity they will not gain at many other businesses. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
At iHasco, we believe in empowering our team and creating an environment free from bureaucracy and micro-management. Our Customer Success department will embody these values, ensuring our clients receive the highest level of service and support as we continue to innovate and lead in Health and Safety and HR Compliance eLearning.
Join us as we take this exciting step forward, reaffirming our commitment to quality, creativity, and simplicity. By optimising processes and providing key insights, you'll help us achieve our business objectives and drive continuous improvement. Your role will build trust across the business and establish a disciplined operational rhythm for the business.
This helps analyse customer data and proactively manage customer relationships, retention, and risk throughout the customer journey.
Understand and analyse customer goals, account health, satisfaction, engagement, behaviour, and status.
Gather, analyse, and report customer data. Tool Management:
Oversee tools used by Customer Care, such as Freshdesk, Appcues, and Planhat. Ensure data integrity, manage user access, customiSe systems, and provide user support and training.
Cross-Functional Collaboration:
Work with other departments to ensure alignment and coordination in achieving business objectives. Support Efficiency:
Help organise and execute materials and data to enable Customer Care, Sales, and Marketing to work more effectively.
Technology Implementation:
Collaborate on the implementation and management of technology that supports Customer Care activities.
Reporting and Dashboards:
Develop and own critical reporting and dashboards, providing transparency into business operations. Proactively identify risks and opportunities for sustained revenue growth.
Exceptional Attention to Detail and Accuracy:
Ensures high quality and precision in all aspects of the role, which is crucial for maintaining customer satisfaction and operational efficiency.
Capable of defining problems, collecting data, and drawing valid conclusions, which is essential for making informed decisions and resolving issues promptly.
Data-Driven Problem Solver:
Analyses and synthesizes information to make strategic decisions that enhance customer operations.
Maintains performance and meets deadlines even in high-stress situations.
Strong Planning and Scheduling:
Organises tasks efficiently to ensure timely completion and resource management.
Translates complex technical information into plain English, making it accessible to non-technical stakeholders.
Time Management:
Prioritises tasks to achieve goals within specified timescales, ensuring consistent performance.
From your birthday off work (in addition to a generous annual leave and bank holiday entitlement of 33 days) to wellbeing support and a health cash plan, to recognition and incentives, and continuous learning and development, we invest in you holistically.
We trust you, rely on you, and care about your well-being.