Head of operations Work, Jobs in Wilton, Wil (with Salaries)

Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Customer service
- Analysis skills
- Organisational skills
Quick apply
River Bourne Farm Education Lead
The River Bourne Community Farm & the Edge —Salisbury
- £26,000 - £27,500 a year
- Full-time
- School
- Free parking
- Health & wellbeing programme
Quick apply
6d
Vehicle Rental Agent
Wessex Fleet —Salisbury
- £28,000 - £35,000 a year
- Full-time
- Hybrid work
- Bilingual
- Customer service
- Administrative experience
- Free parking
- Work from home
Quick apply
9d
Event Manager
Marston Events —Andover
- From £28,000 a year
- Weekend availability
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee assistance programme
Quick apply
12d
Head of Protective Security
Roke —Romsey
- Full-time
- Management
Regional Operations Manager
Cross Rental Services Group —Andover
- HVAC
- Leadership
- Communication skills
Quick apply
Operations & People Coordinator
Venture Security —Andover
- From £27,500 a year
- Full-time
- Microsoft Office
- Human resources
- Organisational skills
- Free parking
- Store discount
Quick apply
5d
Sales Support Coordinator
Cross Rental Services Group —Andover
- Full-time
- Microsoft Office
- Phone etiquette
- Communication skills
Quick apply
Minibus Driver
Port Regis School —Shaftesbury
- Part-time
- Maintenance
- English
- Experience working with children
- Free parking
- Employee assistance programme
Quick apply
Head of Protective Security
Roke Manor Research Limited —Romsey
- Management
Detachment Head
Callen-Lenz —Salisbury
- From £60,000 a year
- Full-time
- Hybrid work
- Military
- Project management
- Team management
- Annual leave
13d
Engineering - Day Shift Multi Skilled Engineer
Finsbury Food Group —Salisbury
- Full-time
- Maintenance
- Bakery
- IT
- Employee assistance programme
- Employee discount
Quick apply
Head of Buying UK/EU
Solent Group —Christchurch
- Full-time
- Hybrid work
- Analysis skills
- Project management
- Presentation skills
- Work from home
- Flexible schedule
11d
Development - Senior Development Technologist
Finsbury Food Group —Salisbury
- Full-time
- Microsoft Excel
- Computer literacy
- Bakery
- Employee assistance programme
- Employee discount
Quick apply
Head of Business Development & Sales - APAC
Roke —Romsey
- Full-time
- Sales
- English
- Business development
Regional Manager
Lanes Group —Southampton
- £65,000 a year
- Full-time
- Customer service
- Microsoft Office
- IT
Quick apply
Resource Manager
Roke —Romsey
- Full-time
- Project management
- Human resources
- Organisational skills
Duty Manager
New Park Manor Hotel —Brockenhurst
- £34,000 a year
- Night shift
- Hospitality
- Hotel
- Leadership
- Employee discount
Quick apply
Business Development and Sales Manager - Europe
Roke —Romsey
- Full-time
- Sales
- Leadership
Head of Planning and Subcontract Manufacturing
Roke —Romsey
- Full-time
- Assembly
- Computer skills
- Communication skills

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Customer Service & Experience Team Leader

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Customer service
Analysis skills
Organisational skills
Leadership
Communication skills

Full job description

Job Advert

Job Title: Customer Service & Experience Team Leader

Location: Salisbury

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We’re looking for an experienced Contact Centre Team Leader to lead a team of Customer Service Advisors in delivering outstanding customer service. Working alongside other Team Leaders you’ll be responsible for coaching, performance management, achieving operational KPIs and driving operational excellence while creating a supportive and engaging team environment.

The ideal candidate will be an experienced Contact Centre Supervisor or Team Leader within a similar setting and have strong leadership skills, a passion for customer experience and the ability to inspire high performance in a fast paced environment.

Main Duties and Objectives:

Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively
Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team
Conduct regular Team Meetings
Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times
Create a positive, inclusive and performance driven environment
Conduct regular Team Meetings, Briefings and 1:1 sessions
Support onboarding and training of new starters
Identify training needs and development opportunities
Support employee engagement and wellbeing initiatives
Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework
Support with the scoping and implementation of new initiatives, systems or processes
Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)
- Service Levels
- Average Handling Time
- Customer Satisfaction (CSAT)
- First Contact Resolution (FSR)
- Quality Scores
Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand
Identify performance trends and implement improvement plans
Recognise and reward strong performance
Ensure customers receive professional, efficient and empathetic service
Promote continuous improvement in customer journeys and service delivery
Manage workforce planning and resource allocation including supporting real time operational management where required
Ensure processes and procedures are updated are followed consistently
Collaborate with other departments to resolve operational issues
Produce and analyse team/operational performance reports
Maintain accurate records of coaching, absence and performance
Take investigative and remedial action into operational, service and systems issues
Deputise for the Customer Service & Experience Manager where required

Essential Skills:

Previous experience of leading an inhouse contact centre or customer service environment
Experience of leading high performance teams ideally with upto 20 direct reports
Experience of workforce planning and real time analysis
Experience of leading multi contact channel teams both office based and hybid
Resilient under pressure
Excellent communication skills, both verbal and written.
Ability to motivate and influence others
Good analytical and problem solving skills
Ability to manage performance effectively
Exceptional organisational skills and ability to work to deadlines
An effective and enthusiastic team player
Self-Motivated and target driven.
Strong attention to detail and high level of accuracy.
Ability to work on your own initiative.
Capable of working under pressure during busy periods.
Experience of high-volume of daily calls and e-mails
Experience within a fast paced customer service and operations environment
Knowledge of workforce management principles
Coaching or leadership qualification

Performance and Success Measures:

Consistently achieve or exceed targets across core KPIs:
- CSAT, QA, Service Levels, and First Contact Resolution (FCR)
- Delivering strong outcomes without compromising quality or experience
Maintain a well-controlled and efficient operation:
- SLA adherence met or exceeded
- Average Handling Time (AHT) within target range
- Low backlog levels and strong case resolution times
Drive effective resolution and reduce unnecessary demand:
- High FCR performance
- Reduction in repeat contact rate (TBC%)
- Measurable reduction in failure demand
Deliver strong people performance against measurable outcomes:
- High team engagement scores
- Low attrition and absence rates
Consistent completion of coaching, 1:1s, and performance reviews (100%)
Improvement in individual KPI performance across the team
Ensure consistently high quality and compliance standards:
- QA scores at or above target
- Low error rates and strong audit outcomes
Full adherence to processes and procedures
Use data to drive measurable performance improvement:
- Regular identification of performance trends and root causes
complaints)
Contribute to wider operational success:
- Positive stakeholder feedback
- Reduced escalation volumes and resolution times
- Improved Trustpilot/review scores

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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Refine Your Search

head of operations jobs in wilton, wil

Customer Service & Experience Team Leader

River Bourne Farm Education Lead

Vehicle Rental Agent

Event Manager

Head of Protective Security

Regional Operations Manager

Operations & People Coordinator

Sales Support Coordinator

Minibus Driver

Head of Protective Security

Detachment Head

Engineering - Day Shift Multi Skilled Engineer

Head of Buying UK/EU

Development - Senior Development Technologist

Head of Business Development & Sales - APAC

Regional Manager

Resource Manager

Duty Manager

Business Development and Sales Manager - Europe

Head of Planning and Subcontract Manufacturing

I want to receive the latest job alerts for head of operations in wilton, wil

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