Operational Support Team Manager - Hybrid (Walsall) - 40 hours

Overview

We are currently recruiting for a new Team Manager to join our busy Operational Support Team based out of our Walsall site.Application CriteriaPlease note that we will only be considering candidates whose skills and experience closely align with the essential qualifications listed in this job posting. Only applicants who meet the specified criteria will be invited to interview. We appreciate your understanding and encourage you to apply if you meet these key requirements.Closing Date

- 19 September 2025This is a fantastic opportunity to step into a key role within a dynamic and supportive environment.Working for CET is many things – exciting, challenging, rewarding, occasionally frustrating but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.Applications are invited from the UK mainland onlySalary : £30,600 (Full time, 40 hours)Shift PatternMonday to Friday - 7.00 am to 3.30 pm (with a 30 minute unpaid lunch break each day)You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (actual days to be worked in the office to be agreed during the interview)Holiday Entitlement - 25 days paid leave plus bank holidays each yearAll the additional benefits that CET can offer you can be found on our careers page!Reporting to Snr Ops Support Team ManagerJob RoleTo lead, coach and develop a team of Claim Managers to ensure that all metrics across Home Emergency department are met on a daily and weekly basis in order to meet our Service Level Agreement.To run team meetings, set goals and evaluate performanceRecruit and on-board any new team members to the teamBe a visible leader who manages the mood and culture of their team and therefore contributes to making CET a great place to workThe team will consist of approximately 12 FTE, who will cover core operational hours on a fixed rota basisBe a brand ambassador for all our clients, working closely with the client services team.Ensure that HandS compliance and legal frameworks are always adhered to.Role and ResponsibilitiesMaintain Customer Service standardsEnsure compliance with policy and procedures to ensure good customer outcomesLead team members to meet or exceed operational service performance targetsDevelop an understanding of all customer / client feedback and utilise this intelligence to facilitate an excellent customer experienceManage and develop your teamEnsuring your team members are achieving desired work outputs and taking corrective action, as needed.Maximise team capability through timely and effective planning, communication and objective settingContinually review the learning and development requirements for the team to motivate, engage and develop the teamPromote a working environment that rewards performance, facilitates teamwork and encourages innovationEnsure all relevant communications, employees records and personnel data are updated and recorded in a timely mannerCoaching your team to develop their understanding and ensure the customer is rescued from their situation. This will include a minimum level of claim audits across the month.Management of team attendance and review of rotas to ensure service levels are adhered toMaintaining Operational Standards and Business PerformanceBe the first point of contact for help, support and guidanceLive management – ensure that claims are handled in an efficient, effective and timely manner in line with business targets and internally produced MI is used as a performance toolTo proactively and positively support change initiatives across the team/ departmentEssential and Desirable SkillsTo be a brilliant Team Manager you MUST haveWorked in a Service/Call Centre previouslyMust have good understanding of operational processes and proceduresAbility to analyse information, reach conclusions and present findingsAble to analyse data taken from our data rich MI environment, which you can then translate into continuous improvement activitiesExcellent IT skills including Microsoft Excel and PowerpointDecisions making skills both tactical and operationalTo be proactive and make things happenExcellent people management skillsStrong coaching and leadership skills, ability to motivate employees.Excellent relationship building skillsAbility to multitask and remain calm under pressure, especially during peak hours or intense situationsAbility to manage expectations appropriately with internal and external parties as well as within the team you are managingFlexibleHighly motivatedAccountable for performanceCollaborativeStrong communication and interpersonal skillsAt CET, we\''re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the ..... full job details .....