At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for Retail Customer Operations Manager who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
Purpose of this role
To ensure the efficient and effective operation of the contact centre. Through operational leadership and excellence, employee engagement and process optimisation, this role ensures that the customer service delivery is aligned with company objectives, maintains a customer focus and high standards of customer experience.
Your key responsibilities are
Oversee day-to-day operations of the contact centre, ensuring smooth workflow, resource allocation, and adherence to KPIs, including First Contact Resolution (FCR), Percentage of Calls Answered (PCA), Percentage of Calls Answered withing 20 seconds (PCA20), Customer Satisfaction and Quality Assurance.
Identify areas for operational improvements, streamline processes, and implement changes to enhance efficiency and service quality.
Provide support and leadership to Team Managers, fostering a positive environment, coaching for performance, and ensuring the team meets service level targets.
Champion a customer centric approach, ensuring that all interactions are handled efficiently and empathetically, driving higher satisfaction levels.
Handle complex customer complaints or escalations, ensuring swift resolution and maintaining customer trust.
Work closely with other departments such as Operations team’s, Training, and IT to ensure the contact centre is aligned with broader organisational goals.
Ensure compliance with industry regulations, internal policies, and procedures, particularly around data privacy and security standards.
Lead or support various projects aimed at improving operational performance, including technology implementations or process transformations.
Qualifications
University education level or equivalent further education.
Experience/Knowledge
Proven track record in managing teams and optimising operational processes in a fast-paced, customer-focused environment.
Experience in a contact centre environment, with proficiency in a leadership or management role.
Abilities/Skills
Strong leadership and people management skills, with the ability to inspire and motivate teams towards high performance.
Excellent analytical and problem-solving skills, capable of identifying operational bottlenecks and implementing effective solutions.
Outstanding verbal and written communication skills, with the ability to present data and insights clearly to both operational teams and senior management.
A passion for delivering exceptional customer experiences and a deep understanding of customer needs.
Desirable
Bachelor’s degree in business administration, Operations Management, or a related field.
Professional certifications in customer service or contact centre management (e.g., COPC certification).
Comprehensive knowledge of compliance regulations related to customer service and data privacy.
Understanding of continuous improvement methodologies such as Lean Six Sigma.
Knowledge of multi-channel contact centre environments (voice, chat, email, social media).
Conditions of Employment
What can you expect from us
Cost of living annual pay review.
Company pension contributions up to 10% if employees contribute 5%.
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
Enhanced maternity, paternity and adoption pay.
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
Hybrid working for eligible roles.
Development opportunities to reach your career aspirations.
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.
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