Head of Operations-Leeds

  • Sheffield
  • £Competitive + free broadband, phone & TV package, bonus
Apply now


About Plusnet

Plusnet is a Yorkshire based ISP with a unique brand identity. It’s a fast paced environment yet our offices have a distinctly friendly and informal feel to them - we know that you can do great business without the suits. We believe in making a difference, team work and putting the customer first in everything that we do. It’s an approach that’s allowed us to keep delivering award winning products and services for nearly 20 years!

Whatever your career ambitions, Plusnet is committed to giving you the skills and support that you need in order to achieve your goals; whether it’s training and development or just a breather over a game of table tennis or pool!

Of course there’s lots of other reasons to work at Plusnet; we’ll support you through a wide range of “Plusnetter” perks including free staff broadband & phone packages, pension, bonus & shares scheme and numerous discounts on items such as cinema tickets, mobile tariffs, city parking, gym memberships and much more!

So, if you’re looking to think creatively, challenge yourself and make the decisions that matter - we’d love to hear from you!

About the job

The Head of Operations is part of the Customer Service and Operations directorate, and will lead a team of up to 750 FTE across our in house operations and partners. This individual will ultimately be accountable for the engagement and performance of our front line teams who provide customer service to our:

- Residential customers
- Business customers
- Voice Sales and Service channels
- Digital channels (web chat and social media)

In addition, you will be responsible for leading the operational teams through significant amount of change at heart of Plusnet’s growth strategy including a new technology and systems, site expansion and exploring new ways to recruit and retain the best people……all while ensuring we continue providing market leading customer service.

As a Head of Operations-Leeds you will...

  • Lead a team managing end to end customer sales, retention, provision and service queries through our internal and external channels totalling leadership of over 750 advisers
  • Be accountable for creating brilliant teams, awesome engagement and the best level of service
  • Manage voice calls, deliver webchat services and SMS messaging services to customers
  • Effectively resolve customer complaints that are escalated
  • Manage, support and development of the contact centre staff
  • Manage our strategic partners to deliver the agreed service levels and ensure close co-working between core Plusnet and our partners
  • Lead a team managing end to end customer sales, retention, provision and service queries through our internal and external channels totalling leadership of over 750 advisers
  • Be accountable for creating brilliant teams, awesome engagement and the best level of service
  • Manage voice calls, deliver webchat services and SMS messaging services to customers
  • Bring the non-operational teams within Plusnet closer to our customers
  • Work with our commercial teams to ensure our commercial goals are delivered in the right way
  • Champion and develop the Plusnet way of working
  • Establish strategies to recruit, retain and develop the best people and develop a class leading operational employee experience
  • Find ways to ensure that whilst doing the day job we interact with and give back to the local and national community

 

To be able to succeed in this role, you must have the following skills and experience…

  • Large operational leadership experience with a bias toward frontline engagement and stakeholder management
  • Demonstrate ability to lead high performance, high change organisations whilst removing tension and resistance to change
  • Ability to operate without masses of structure or mature support functions
  • Evidence of fostering an inclusive, developmental environment to bring out the best of people
  • Willingness to get stuck in and work in partnership with their own team and their peers
  • Excellent stakeholder management and ability to both influence and deliver through others
  • Resilience to maintain momentum despite external and internal pressures to deviate from the plan

 

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