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Location: Flexible working – both the option to work remotely and office based available.

Contract type: Full time 37.5hrs per week

Closing date: Friday 1st August

D&G’s purpose is to make the world a better place, one repair at a time with a mission to keep or customer’s world running.

As an Operations Manager, you will play a crucial role in driving the right outcomes for colleagues, customers, and the company by developing, managing, and leading a high-performing team of Team Leaders. You will be responsible for overall compliance, customer experience, and sales outcomes. Operations Managers are accountable for and will be measured against a range of KPIs, including sales performance, customer-first approach, team engagement, quality assurance, stakeholder management, strategic planning, and innovation. Your role will involve coaching and mentoring future leaders, driving change, and optimizing department deliverables.

Key Responsibilities

• Manage the day-to-day delivery of the balanced scorecard, focusing on sales performance, customer-first approach, and team engagement.
• Coach and support the team to drive sales performance through effective behaviors and conversations, using coaching models like SMART or GROW.
• Lead the culture, pace, and tone of the environment, mentoring future leaders.
• Drive change, present solutions, and optimize department deliverables and operating practices.
• Manage the priorities of multiple activities and stakeholders to meet diverse and sometimes conflicting deadlines.
• Demonstrate resilience and strong leadership capability.
• Maintain a culture of compliance to procedures, regulation, conduct, data protection and compliance.
• Resolve escalated customer queries, ensuring compliance with FCA principles, putting the customer at the heart of what we do.
• Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines.
• Be open to innovation, understanding the principles of change management and coaching others through change.
• Collaborate with peers and key stakeholders to share knowledge and ideas across the business.
• Display role model behaviours, live & breath our core values whilst encouraging others to do the same.
• Maintain a clear focus on goal achievement, confronting problems, conflicts, and obstacles.
• Ensure delivery of all KPI metrics within the team to deliver departmental and wider business budgets.
  
  

• Time management & planning skills.
• Communication skills - Strong oral and written communication skills.
• Influencing skills & strong relationship building.
• Analytical skills - Ability to assess and interpret technical data relating to business performance.
• The ability to coach & develop to unlock individuals potential.
• Problem solving – solution focused.
• Results-Oriented – Ability to drive your team to achieve targets.
• Motivational Skills.
• Ability to work under own initiative, independently as well as part of a team.
• Able to challenge constructively and use data to support an idea or suggestion.
  
  

• Proven experience with sales performance and contact centre KPIs.
• Experience in an FCA regulated environment, understanding exceptional customer journey requirements.
• Excellent stakeholder engagement and management skills.
• Strategic planning abilities and an entrepreneurial spirit.
• Strong leadership, communication, and innovative approach.
• Ability to translate technical operations to various audiences.
  
  

• Knowledge of the key & relevant regulations with a focus on creating a customer centric culture that drives the right outcome for the customer.
  
  

• Sales experience
  
  

• Managing & leading a sales team.
  
  

• Comprehensive training with clearly defined career progression opportunities
• Regular incentives with amazing prizes to be won
• Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
• Salary Finance – access to savings and borrowing through payroll
• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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