Job Description

The role:
Reporting to the Head of Operations and working closely with other managers, the role is to ensure the smooth and efficient management and delivery services to all national clients by way of the franchise and affiliate network.

What you\xe2\x80\x99ll be doing:
As part of this role, you will be responsible for:

• Onboarding and development of new clients
• Complaint management
• Training and ongoing mentoring of new members of client (Operations) team
• Sourcing, onboarding and arranging necessary training for affiliates in areas where needed.
• Overall management of all national accounts
• Identifying opportunities for additional services to existing accounts
• Liaising with Franchise Network Manager with a view to introducing new reports/services as identified
• Liaise with all national accounts regularly for feedback and to build relationships.
• Ensuring regular visits are made with clients \xe2\x80\x93 personally or by other staff members.
• Take on responsibility of QC for all reports (affiliates) within the Ops team and to liaise with other team members to ensure quality is managed.
• Internal Communication of key accounts to other team members

Team management

• Supervising, managing and developing the customer support team.
• Motivating and leading the team members by developing their skills, clarifying requirements, offering support and encouragement, and providing helpful feedback.
• Being an active part of the leadership team

Skills we want:

• People manager with proven experience of team management and development to meet exacting standards.
• Positive, outgoing personality with can do attitude.
• Problem solver, multitasker, finisher.
• An exceptional communicator both on a telephone, electronic and face to face
• Ability to work as part of a team as well as independently.
• Working experience of high volume, low margin services
• Ideally knowledge of franchise or subcontract third party networks
• Experience working in small companies where active involvement in various roles is a prerequisite
• Out of the box thinker
• Good attention to detail with strong interpersonal skills
• Process and system orientated
• Ability to multi-task and prioritise workload
• Excellent reporting skills, able to deliver relevant reports and analysis succinctly and clearly

What kind of person you are?

We want someone who:

• Passionate, energetic, positive, enthusiastic and capable of working in a team environment;
• Good knowledge of using software systems (proprietary and off the shelf systems such as HubSpot)
• Excellent customer facing and relationship building skills
• A good manager of people, someone who understands problems, develops a process and can roll out to their team.
• Able to lead your team by taking the pressure off, nurture and developing them to become more accountable.
• Collaborative and supportive, able to relate comfortably to colleagues of different seniority and backgrounds across the Company.
• Able to work on own initiative with minimal supervision;
• Good written and verbal communication skills;
• Good verbal and written presentation skills

Contact Details:
Please contact Victoria Leger \xe2\x80\x93 Victoria.leger@raynerpersonnel.com or by phone 07920 041813
Please Note: Rayner Personnel \xe2\x80\x93 Property Recruitment are acting as a recruitment agency with regards to this position. By submitting your application, you are consenting to Rayner Personnel processing and storing your data for the purposes of your job search.

We receive a great many applications for our vacancies and try to respond to as many as we can as quickly as possible. If you have not heard from a member of the team within 48 working hours, please assume that on this occasion your application has not been successful, but please feel that you may apply for other roles we are advertising in the future.

Rayner Personnel