Notting Hill Genesis is one of London’s leading Housing Associations. We provide homes to around 170,000 people in some 65,000 homes in the capital and the south east of England. We are offering a great opportunity for an experienced Operational Excellence Manager to lead a team of Resource & Performance Analysts and Trainers who provide operational support to our Customer Service Centre.
As Operational Excellence Manager you will; ensure the Customer Service Centre is able to provide a high quality service to our customers and stakeholders, ensure we are adequately resourced to respond to our customers, identify trends and themes which may impact on our performance and service delivery and work with the Customer Service Centre Manager and Regional Head of Housing to respond to these demands and reduce the impact on staff and customers.
Your work will be varied and requires you to ensure effective training programmes are delivered to customer service teams, and support the delivery of operations through forward planning of resources, schedules and skills across various customer access channels to ensure the service meets KPIs. You will lead on performance reporting and management tools and carry out trend analysis and provide recommendations for improvements to operate effectively and improve our customer experience.
This is a responsible role that demands a lot of multitasking, prioritising, flexibility, initiative and problem solving. Central to this role will be your ability to develop good relationships with internal and external stakeholders. You will have the motivation to get things done, and the passion and attention to detail to do it right and in a timely manner. Your experience of managing large data sets, ability to create reports and use of reporting systems, mainly in Excel will be invaluable! Previous experience of working within a contact centre environment and use of data software such as Tableau or Power BI is desirable.
In your supporting statement, we would like you to set how you meet (including examples) the Essential knowledge, experience and skills of the attached role profile, focused around.
- Experience of resourcing a busy Customer Service Centre/Contact Centre environment and the demands that come with this
- Competence in using Microsoft Excel to a high standard to generate reports for yourself and others
- Constantly planning ahead and evidencing analytical skills
- Experience of managing people, resource planning and training needs analysis
Assessment stage will consist of an exercise and interview. You will be required to sit an individual technical exercise (testing knowledge of Excel) and then a competency-based interview. You will also perform presentation to the panel, prepared in advance. More details will be provided at shortlisting stage.
Applications for this role close at Midday Thursday 10 December 2020.
Shortlisted candidates will be invited for assessment w/c 16 December 2020.
Should a redeployee apply for this role; their application will be considered before any others.