Report Line: Operations Manager
Direct Reporting Staff: Process Leaders/Technical Operatives
Site: Clipper Northampton 3, NN4 5EL
- Lead and manage Repair Centre whilst demonstrating a continuous improvement culture for our customers within the team.
- Able to quantify the performance of each individual within the team against set targets and standards.
- Agree key performance indicators (K.P. I’s) and communicate performance indicators within each section to the Operations Manager.
- Work towards customer service level agreements (S.L.A) and achieve SLA through daily prioritization.
- Being vigilant at all times to ensure that health and safety K.P.I’s are adhered to (ensuring there are no hazards, overflow of pallets, no obstructions, etc.)
- Daily resource planning by allocating your staff accordingly.
- Liaise with other Managers/Process Leaders to discuss staff movements between sections based on the fluctuating workloads of each section to achieve performance targets.
- Identifying, creating and reporting on performance metrics on a weekly basis to the Operations Manager.
- Management of stock movement within your section.
- Acting as the change agent for any agreed continuous improvement actions as agreed with the Operations Manager.
- Working with the project team to transition new projects/processes.
- Identify and agree any requirement for overtime within sections with Operations Manager.
- Assist with recruitment within Operations when necessary.
- Attend and facilitate daily meetings with the Management Teams.
- Schedule departmental audits for stock, reports, locations, H&S, quality, etc.
- Management of Health and Safety best practice.
- ?Any other reasonable tasks as requested by Management.
Skills/attributes required for the role:
- People skills.
- Computer literate with a broad knowledge of MS Office.
- Demonstrable continuous improvement of support services delivered to customers.
- Ability to resolve problems/issues efficiently whilst training new team members, where applicable.
- Experience in an electrical consumer repair environment.
- Excellent knowledge around electrical consumer products.
- Create and apply service delivery methods which improve the customer experience.
- Ability to draft reports and analyse detail in order to document and present report to the Operations Manager and Account Manager.
- Proven ability to lead and motivate a team, as well as encourage development and personal growth.
- Excellent all-round communication skills across all levels (fluent English speaker).
