Senior Customer Services Operations Manager

At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference.
We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together.
And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join and that`s part of our mission to get you fully bed-ucated during your induction.
With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.
So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.
Dreams. Love your job.
We`re looking for a new Senior Customer Services Operations Manager to join our Customer Service team based in Loudwater, Buckinghamshire. In this role, you will effectively lead and manage the Customer Services team managers to deliver excellent customer service through their teams which retains existing customer and drives advocacy.
Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day
- Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
- To proactively maintain regular engagement with key client contacts in line with client expectations.
- Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
- Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
- To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
- Successfully delivering and managing peak trading period in the retail industry
- Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
- The continuous identification implementation of operational best practice through interaction with the wider team
- Selecting, effectively managing and coaching Customer Service Managers
- Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
- Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role
This is the type of person we`re dreaming of:
- Proven experience within Customer Service environment / Customer Service ,
- Management background, strong customer services skills,
- budgets/target setting,
- people management and team building,
- strong numeracy and literacy skills
- People management and team building.
- Familiarity with HR policies and procedures
- Excellent leadership, people management, communication and influencing skills at a senior level
- Experience of working in an Outsourcing or contact centre operation
- Experienced in managing large multi-site /Multi skilled contact centres
- Ability to build and maintain strong client relationships
- Ability to demonstrate been able to translate business strategy into day to day delivery
- Strong commercial understanding and previous accountability for profit targets
- Setting and reviewing of organisational / productivity objectives in line with the commercial contract
- Ability to manage and influence key stakeholders
In your dream role, you`ll also receive:
- Bonus: Our discretionary annual bonus scheme recognises the hard work and dedication of our superstar dreamers.
- Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
- Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.
- Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.
- Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an out of hours GP service.
- Electric Car Scheme - Our salary sacrifice eclectic car scheme is a budget friendly way to cruise around in style and most importantly, lower those emissions!
- New to 2024 - enhanced maternity & paternity pay
- On-site gym, Step into our newly refreshed, free on-site gym, where you`ll find everything you need to stay fit and energized. From cardio machines and versatile free weights to dynamic cable machines, resistance bands, and even boxing bags, we`ve got it all!
- Hybrid working: Whether you`re an early bird or night owl, we trust you to work your hours responsibly to suit you!
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