Based in Wakefield, my client is a specialist in telecommunications and internet connectivity solutions across the North of England.
Operating nationwide, they now require an Operations Manager to join their expanding team. Leading the Network Services Operations Team, you will have the opportunity to maintain and improve the company’s reputation for providing exceptional customer service.
Based from their Wakefield head office and reporting to the Network Services Director, the Operations Manager will be responsible for the following duties:
• Lead and motivate the provisioning, project co-ordination and technical support teams within their company.
• Ensure the network services operations team provides exceptional levels of customer service.
• Manage the recruitment, selection and on-going training, development and performance of staff to ensure achievement of outstanding product knowledge and exemplar customer service.
• Work with team leaders to produce and monitor performance and accuracy related KPIs
• Be a point of contact for escalations from customers and internal staff to ensure prompt delivery and management of services
• Introduce and maintain structured procedures for managing queues to ensure the highest levels of customer service
• Manage and assist with projects and initiatives as required
Skills and qualifications required
• Education to degree level (an industry applicable degree is highly desirable)
• A minimum of 5 years’ experience in leading teams and multiple cross-functional projects
• Expertise in a Telecoms environment or related ICT background to ensure that you are able to appreciate the day to day technical challenges of the department
• Accreditations in process driven methodologies: ISO certified (CQI or IRCA), ITILv3 etc
• Extensive knowledge and expertise in the use of project management methodologies and tools, for example Prince2
• Strong business acumen and executive presence, with an ability to manage costs, develop business cases, and deliver cost effective solutions
• You must be a clear and confident communicator with strong technical qualifications such as CompTIA or Microsoft MCP
In return, an excellent salary is offered for the right person with a progressive, forward-thinking company.