Title: Home Assistance Operations Manager
Objective of the Role
To drive engagement by leading, motivating and developing the team to ensure that the quality and standard of service required by the company and our Clients is fully realised and consistently achieved.
This position is based on a 35 hour week semi-shift basis, including Saturday working. However, these hours may vary in line with business needs. There is a requirement to be on call.
You will be responsible for the following:
Management of the Department
Objective - To assume responsibility for all operational issues within the department. To ensure that KPI's are met at all times.
" Setting the benchmark, ensuring that the highest levels of performance and service standards are achieved with the aim of continuous improvement in quality, performance and efficiency.
" Demonstrate commitment and a positive attitude to the role at all times.
" Regularly review the Team Manager/s and Team's performance against agreed objectives and targets.
" Actively communicate the relationship between Key Performance Areas and the business strategy.
" Ensure appraisals and one-to-one meetings are conducted with the Team Manager/s on time and with the required frequency.
" Appraise individuals in accordance with the company guidelines.
" Ensure personnel related records are promptly and accurately maintained and handled with confidentiality.
" Ensure that you and your team are fully aware of the evacuation and out of hours security procedures.
" Conduct counselling and disciplinary meetings when appropriate and in line with company procedures.
Objective - To highlight and manage positive and negative performance issues at all levels within the department. To achieve the qualitative and quantitative KPIs.
" Ensuring real time performance of the department is being actively managed at all times.
" Manage individual and team performance through continuous coaching, review and targeting.
" Ensure that all negative performance issues are fully documented and followed up within the timescales agreed during review and one-to-one meetings.
Objective - To ensure there is effective two-way written and verbal communication.
" Take ownership of all Operational information, documents and processes, ensuring they are correct and up to date at all times and that all employees have access to the relevant information required to perform their function.
" Attend and contribute towards the monthly team meetings for Operations Managers, positively championing Home Assistance both internally and externally.
" Conduct monthly meetings with the Team Managers and ensure all team members are present whenever possible.
" Ensure the Team Managers conduct monthly team meetings on time and to the required standard.
" Attend a minimum of one department team meeting every month.
" Communicate any problems, developments or changes to the appropriate Senior Manager.
" Ensure the department is informed of any product or technical developments and issues.
Objective - Create and facilitate an environment focused on providing a cost efficient service that meets and exceeds the expectations of our customers and clients.
" Create a culture which is driven to deliver a level of customer service indicative of the expectation levels of our Clients.
" Develop individuals within the department to achieve a level of empowerment, which can be utilised to achieve an intelligent balance between cost control and customer service delivery.
" Facilitate the delivery of high-level quality customer service to achieve the standards set by the company and ensure that files are 'owned' and managed by the team members
" Work with the Quality Team to develop a Home Assistance Quality Auditing framework.
" Report on any custom