Back Office Operations Manager
West Midlands

About the Role

Are you looking for a position that will provide an array of exciting challenges managing the back office support function in driving instrumental change? You will be responsible for providing high quality, customer focused back office service, you will be managing the compliance and regulatory requirements whilst delivering on KPI's. This is an opportunity to work for a growing organisation with excellent career opportunities;


  • Actively engaging and supporting the development of your team (manager and roughly 30FTE) to ensure better back office support performance;
  • Contribute to the design and implementation of workforce training requirements which impact the contact centre;
  • Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively;
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience;
  • Building and maintaining effective internal and external stakeholder relationships;
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment;
  • Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved;
  • Ensures service and sales targets, KPI’s are continually reviewed and expectations are met with optimum levels of quality & back office service delivery;
  • Review management information and make suggestions, recommendations as to improvements across the contact centre.

Required Skills and Experience:


  • Proven management experience of contact centre environments of a similar size;
  • Knowledge of performance evaluation and customer service metrics;
  • Previous Elec settlement knowledge and back office processes within the gas & electricity Utility market;
  • Excellent organisational and leadership skills with problem-solving ability;
  • Ability to think strategically;
  • Able to multi task in a fast paced environment;
  • Experience of analysing and interpreting large amounts of data;

express interest



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