Operations Support Manager

Job title: Operations Support Manager

Department: Activate Accident Repair

Location: Multi-Site

AAR Kings Langley - Unit 3, Kingley Park, Station Road, Kings Langley, WD4 8GW

AAR Hampton - Unit A & B, Sandfield Industrial Estate, Hampton, TW12 2HR.

Hours: 45 per week

We're looking for a Operations Support Manager to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities – grow with us.

About the role

To co-ordinate and oversee customer service and administration duties across several Bodyshops in the London region to ensure the smooth running of the sites and delivery of excellent customer service.

Key responsibilities

• Manage, guide and coach the office managers to deliver a first-class front of house operation
  
• Ensure seamless delivery of the customer journey
  
• Assist in Co-ordinating and managing the logistics of a collection/delivery service based on a large fleet of courtesy cars
  
• Liaise with the workshop manager and assistant managers to ensure all departments work to meet deadlines and customer requirements
  
• Regularly update the Regional Manager with performance, issues and people matters
  
• Improve process consistency and deliver KPI growth
  
• Monitor KPIs in relation to payments, invoices, complaints, NPS and other ad hoc targets
  
• Manage all people related tasks in relation to performance, absence, pay and engagement
  
• Act as an escalation point for Office Managers
  
• Facilitate and contribute to daily production meetings, providing updates and key information
  
• Actively handle complaints and deliver a resolution in line with Company Policy.
  
• Ensure you and your team adhere to all company policies, procedures, and service level agreements
  
• Manage process and reporting on Health and Safety for the locations you are responsible.

Skills and experience

• Experience in a similar multi-site people management role
  
• Previous experience in dealing with a range of people issues
  
• Strong attention to detail
  
• Ability to deal professionally with all customers
  
• Excellent communication skills in all areas, including by telephone, email and in face-to-face situations
  
• Computer literate
  
• Ability to understand, implement and review complex processes
  
• Good time management and prioritisation skills
  
• Handling confidential information
  

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better – Be bold. Challenge the norm – make small improvements often.
• Win together – Be a team-player. Win together, learn together, respect each other.