We have an exceptional new role for a people-orientated and confident individual with an ambitious nature and experience driving business performance.
There are two key purposes behind this role (i) to oversee and take responsibility for ensuring that the business follows industry regulations and that all parts of the operation are working consistently in line with policies & procedures (ii) that the employees are led, supported and developed to perform at the best of their ability and in line with business goals.
For this role we are keen to accept applications from candidates from any sector but do emphasise the need for a strong background gained in a People Management role or similar where people are a key asset. Full training will be given to the appointed individual who will become part of the Senior Management Team for this thriving and niche business.
In this role you will:
· Work closely with the Owner & Directors of the business to ensure that the service provided to their customers is continually delivering the highest levels of customer service possible.
· Take an active role in the recruitment of all new staff members, motivating and developing a culture of high performance.
· Oversee the day to day operational side of the business, ensuring that compliance is adhered to, reports accurately compiled, forecasts and financial data fully analysed.
· Work with the Director team to ensure the commercial elements of the business are closely monitored and that opportunities for growth are optimised.
· Manage and conduct the onboarding process for clients and new employees into the business; Team Leader introductions, file/system set ups, contracts and all administration of new client details.
· Record, analyse and report across areas of risk and take an active lead on quality assurance monitoring.
· Conduct first post-sale quality assurance check after service commences.
· Effectively manage complaints and incidents, carrying out investigations relating to the quality of the service and using those findings to initiate improvements across the service.
· Ensure that policies and procedures are adhered to.
· Keep up to date with changes in legislation and regulations.
· Provide inspired leadership to the Team making sure that exceptional service is delivered to the clients and that workloads are managed accordingly with safe parameters for all.
· Proactively identify own development areas in line with business objectives and the duties of your role, taking action within a reasonable timeframe.
· Support the safe and effective hiring of new employees into to the business as well as managing their ongoing training and development.
Essential criteria:
· Strong working knowledge of people management & performance principles and practices
· Proven record of working effectively against performance to targets while maintaining quality.
· Ability to analyse data and identify trends or patterns
· Good understanding of systems and processes.
· Excellent interpersonal and communication skills.
· Ability to inspire others and build fantastic working relationships.
· Strong organisation and planning skills.
· Passionate about providing the highest quality of customer service & business continuity.
· Commercially aware and have strong influencing and negotiating skills.
· Ability to work well and accurately under pressure.
· Be responsive, agile and remain calm whilst dealing with multiple priorities.
· Good working knowledge of IT systems with experience of Microsoft Office with the ability to learn and adopt new technologies where appropriate.