Operations Service Manager

Job Purpose

To manage the performance of the administration and operation functions within the Private Clients department in order to deliver the most efficient, consistent and high-quality client service and after sales care. Proactively monitoring the client touch point cycle and seeking to continuously improve the client experience. Owning the presentation and content of all client documentation in line with department guidelines & company policies.

Planning and co-ordinating resource and workload particularly for peak periods, along with measuring adherence to minimum standards, best practises and processes and continually seeking to improve them is a key part of this role. Motivating and leading the team to continuous improvement in client service and experience as a team and individually. Performing an outward facing role with Private clients face to face, at events and telephone and e-communications is essential.

Key Responsibilities:

• To manage the processes, minimum standards and resource of the administration and operations function. Including quality checks on new bookings, amends & cancellations, content and production of client documentation in line with company policies and regulations, the concierge service, cash collection and pre departure planning
• Monitoring the client touch point cycle and particularly for consistency in client experience. Feeding in to HOD recommendations to improve client experience and efficiency for touchpoints, team and individual performance
• Providing a hands on support role to RM’s with evolving personal service and troubleshooting and resolving service and booking challenges
• Responsible for the best practise of obtaining and using client information to enhance and improve service, aware and of GDPR regulations and compliant, as well as proactively ensuring maximum use of company systems particularly CRM to enable

The role is full time and based in the Chester office.

How to apply

If you possess the experience, attitude and passion to make a real difference to our business, then please apply below.